Bv is looking for a Customer Experience Analyst to join our team. In this role, you will be responsible for monitoring and maintaining customer experience metrics, conducting research, analyzing Voice of Customer data, and developing dashboards and reports to support decision-making.
What You'll Do
- Monitor and maintain customer experience indicators (NPS, CSAT, CES, ROX, VOC), ensuring consistency and reliability of the data.
- Build qualitative and quantitative surveys.
- Collect, organize, and analyze Voice of Customer (VoC) data, including integrating different sources.
- Develop analytical dashboards and reports to support the decision-making of partner areas.
- Build executive materials for experience committees and forums.
What We're Looking For
- Higher education in Business Administration, Engineering, Statistics, Information Systems, Marketing, or related fields.
- Previous experience in activities related to CX, experience metrics, monitoring, or journey analysis.
- Experience in building and analyzing qualitative and quantitative research.
- Good analytical communication skills, clear and structured, with different audiences.
- Proactive, curious, and data-driven profile, focused on transforming information into actionable insights.
Nice to Have
- Proficiency in BI and data analysis tools (Power BI, Tableau, SQL).
- Certifications in CX, UX, Lean Six Sigma, or related areas.
- Experience with predictive models, AI applied to CX, multi-channel VoC, and emotional impact metrics.
- Specialization in Market Research and Consumer Insights.
Technical Stack
- Power BI
- Tableau
- SQL
Team & Environment
Our culture is based on being simple, correct, partner-oriented, and courageous. We value relationships, innovation, and a light, collaborative environment with intentionality in advancing diversity and inclusion. We are committed to equity and diversity, acting intentionally to accelerate equity and representativeness in the financial market.
Bv is committed to equity and diversity in the workplace.
