Senior Business Analyst focusing on capturing requirements and improving processes at Fleet Alliance. Driving project delivery and ensuring stakeholder needs are met.
About the role
- Business Analyst evolving Voice of Customer program at Compass UOL. Analyzing data and leading strategic initiatives within a hybrid work environment.
Responsibilities
- Structure and evolve the Voice of Customer (VoC) program, ensuring continuous generation of strategic insights;
- Conduct analyses using NPS, CSAT, CRM data and operational metrics, turning information into actionable recommendations;
- Act as a strategic partner to business areas, ensuring alignment between planning and execution;
- Lead recurring meetings with stakeholders and prepare executive reports for the Executive Committee (COMEX), with strategic storytelling and action plans;
- Map journeys, processes and service flows, identifying opportunities to improve the customer experience;
- Monitor strategic KPIs, identifying risks, trends and opportunities;
- Propose adjustments and strategic initiatives focused on continuous improvement of the customer experience in the B2B insurance context;
- Lead Close the Loop initiatives, ensuring structured handling of customer feedback;
- Work across multiple fronts simultaneously, maintaining organization, resilience and a results focus;
- Apply Artificial Intelligence resources to enhance analyses, insight generation and operational efficiency.
Requirements
- Solid experience as a Business Analyst with strategic responsibilities;
- Proficient in PowerPoint and Excel;
- Experience with Tableau for data analysis and visualization;
- Knowledge and use of Miro for journey and process mapping;
- Experience applying Artificial Intelligence to support analysis and decision-making;
- Experience structuring or evolving Voice of Customer (VoC) programs;
- Experience with NPS and CSAT methodologies, including results analysis and Close the Loop execution;
- Advanced analytical skills, able to translate data into strategic recommendations;
- Experience leading executive meetings and preparing presentations for senior leadership (COMEX);
- Experience in process and journey mapping;
- Familiarity with financial products and the B2B insurance context;
- Ability to manage multiple topics simultaneously, with strong organization and prioritization;
- Consultative, results-oriented profile with an ownership mindset;
- Must be onsite at the client 3x per week (Curitiba/PR).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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