Service Desk Analyst ensuring efficient technical support delivery at Ki's agile team. Log and resolve service requests while focusing on user satisfaction and team collaboration.
About the role
- Senior Analyst specializing in CRO solutions for innovative digital transformation. Analyzing user behavior and optimizing customer experience with data-driven methodologies.
Responsibilities
- Analyses related to user behavior and conversions in GA4
- Heatmap analysis and session recordings using Hotjar and similar tools
- Running and analyzing user surveys via Hotjar and similar tools
- Preparation and presentation of department reports
- Formulation of test hypotheses based on data and navigation analysis
- Prioritization of tests using an effort vs. impact matrix
- Continuous collaboration with BI, UX, Media, SEO and Planning teams
- Development of tests together with UX and development teams using testing tools such as VWO and others
- Monitoring tests and preparing reports that document gains, learnings and projections per test; creation of events via GTM
- Define and monitor KPIs for growth, conversion, retention and customer lifetime value
- Optimize the customer experience across the journey, ensuring high levels of satisfaction and loyalty
- Work together with Finance for revenue planning and forecasting
- Implement new technologies and methodologies for continuous improvement of growth processes
Requirements
- Knowledge of HTML and CSS
- Knowledge of CRO
- Knowledge of Web Analytics
- Curiosity and willingness to learn new tools, client contexts and methodologies
- Interest in interacting with various teams within a consultancy and with clients
- Ability to present complex data in a clear, didactic and visual manner
- Share knowledge and reinforce experimentation methodology
- Strong problem-identification skills and a focus on creative solutions
Benefits
- Meal allowance and/or food voucher for groceries and meals 🍴
- Health and dental insurance for you and your family 💙
- Pharmacy partnerships for discounts on medications 💊
- Childcare assistance according to current policy 🍼
- Gym partnership/discounts to encourage exercise 🤸♀️🤸♂️
- Partnership with SESC for a variety of cultural and leisure programs ✈
- Partnerships for language studies, technology courses and learning platforms 📚
- Payroll-deductible loans with attractive rates plus a financial education program 💰
- Corporate University and learning paths with diverse content on technology, soft skills, market trends and more 👨💻
- Employee referral program with potential rewards and bonuses 🎁
- Group life insurance ⛑
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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