Customer experience analyst at GOL improving client journeys and analyzing channels' performance. Contributing to data-driven decisions and reporting on key metrics in hospitality.
Responsibilities
Manage and analyze the performance of reputational channels (Reclame Aqui, Consumidor.gov, ANAC platform, Procon) for the GOL, GOLLOG, Smiles and Smiles Viagens brands, as well as social media channels;
Perform data analysis and build reports to support decision-making;
Map processes, identify opportunities and lead improvement initiatives, analyzing Level I and II channels;
Contribute to improving the customer journey with a critical perspective, analytical grounding and a focus on results;
Solid experience with reputational channels and social media;
Ability to develop presentations and structured materials;
Strong analytical capability and command of metrics, processes and indicators.
Requirements
Bachelor's degree completed: Administration, Quality, Marketing, Law or related fields;
Advanced Excel and PowerPoint skills; ability to build presentations;
Knowledge of customer experience and contact center operations (voice, chat and WhatsApp);
Critical data mindset (not only consolidating, but interpreting data);
Availability for travel and flexible working hours;
The following are a plus:
Postgraduate degree;
English or Spanish language skills are a differential.
Benefits
Health insurance
Dental insurance
Group life insurance
Meal allowance
Food allowance
Transportation allowance
Gympass or Totalpass
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