Junior Customer Experience Specialist improving customer satisfaction by optimizing service solutions. Role involves training, communication strategies, and customer research for Fortum's energy services.
About the role
- Analista de Sucesso do Cliente na Rands, atuando com foco em experiência do cliente e evolução do ciclo de vida dos produtos. Contribuindo para a gestão de indicadores de sucesso do cliente de forma integrada.
Responsibilities
- Independently conduct mapping and updates of the Customer Lifecycle and Sales Network, considering all phases of the customer’s relationship with the company and points of sale over time.
- Plan, design and update Customer Journeys, detailing stages, interactions, sentiments, channels, moments of truth, and current and desired experiences.
- Identify experience gaps, risks, and improvement opportunities across the journey, proposing enhancements that positively impact customer satisfaction and retention.
- Work collaboratively with partner areas (business, operations, support, product, technology, etc.), leading mapping and validation meetings for journeys and the lifecycle.
- Ensure governance of actions and tasks arising from journey and lifecycle mappings, ensuring clear definition of owners, deadlines, and continuous follow-up.
- Identify, structure and track customer success and experience metrics related to the mapped journeys and processes.
- Support critical analyses of metrics, identifying trends, impacts, and opportunities for continuous improvement.
Requirements
- Bachelor’s degree in Business Administration, Industrial Engineering, Marketing, Process Management, Communications, or related fields.
- Hands-on experience in Customer Success and/or Customer Experience (CS/CX).
- Experience with Customer Journey and/or Customer Lifecycle mapping.
- Experience monitoring action plans and activity governance.
- Analytical ability to interpret and monitor CS/CX metrics.
- Strong communication skills and ability to work cross-functionally with different teams.
- Experience in corporate environments working across multiple teams.
- Knowledge of journey-mapping tools, continuous improvement methodologies, or process management tools.
- CX certifications or relevant courses.
Benefits
- Health insurance
- Dental insurance
- Life insurance
- Meal voucher
- Profit-sharing bonus
- Private pension plan
- Access to a platform for language learning and professional courses/learning paths
- Fresh fruit provided in the workplace
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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