Analyst participating in operational team at Axos Clearing. Supporting clients by performing diverse tasks in a professional environment.
About the role
- Leads customer experience and operations at BRB Seguros, a leading Brazilian insurance company. Fostering collaboration and improving client lifecycle management across teams.
Responsibilities
- Integrate and lead the Segmentation, Experience and Operations areas, promoting synergy between customer intelligence, relationship journey and operational execution, guiding teams with a SERVIR culture mindset.
- Ensure the design and monitoring of the customer lifecycle, from activation through retention and post-sales, in partnership with the Commercial (Sales), Product and Marketing teams.
- Oversee the execution of customer support operations, ensuring compliance, deadlines, quality and a positive experience across all touchpoints.
- Work strategically on continuous improvement of the customer experience by consolidating feedback, metrics and opportunities for enhancement.
- Consolidate and analyze journey, efficiency and satisfaction metrics (NPS, CSAT, persistency, service SLAs), ensuring data-driven decision making.
- Ensure standardization and efficiency in operational processes to reduce rework and increase team productivity.
- Support the development and evolution of segmentation models and strategic CRM, ensuring a unified customer view and personalized approaches.
- Represent the voice of the customer in strategic forums, influencing corporate decisions based on evidence and real customer insights.
- Promote governance and integration across service and support channels, ensuring consistency of messaging and quality in issue resolution.
- Encourage innovation and automation of operational and customer service processes, in partnership with IT and other corporate areas.
Requirements
- MBA or completed postgraduate degree.
- Experience leading customer and operations teams.
- Strong knowledge of CRM, customer analytics, customer journey and lifecycle management.
- Knowledge of insurance operations, policy issuance/formalization, post-sales and service channels.
- Experience in process modeling and continuous improvement.
- Experience with digital transformation projects, automation and omnichannel customer experience.
- Ability to analytically interpret business and customer experience metrics.
- The following will be considered pluses/differentials:
- Inspiring, collaborative leadership.
- Systemic/holistic perspective.
- Data-driven decision making.
- Proactive and innovative mindset.
Benefits
- OUR BENEFITS:*
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