Senior Consultant in IT - Notfallmanagement guiding clients in IT emergency strategies and incident response. Collaborating on crisis management structures while fostering team development and project leadership.
About the role
- Customer Experience Consultant leading strategic marketing initiatives focused on data insights at Hitss Brasil. Collaborating with various teams to enhance customer experience and drive innovation.
Responsibilities
- Lead Customer Experience and Strategic Marketing initiatives, serving as the technical reference for data analysis and insights.
- Conduct complex market research to identify consumer trends, behaviors, and innovation opportunities.
- Translate data into strategic recommendations to support executive decision-making and guide CX roadmaps.
- Plan and facilitate workshops and co-creation sessions with stakeholders to drive ideation and prioritize improvements.
- Manage and automate executive dashboards and reports, consolidating CX metrics (NPS, CSAT, CES, VSS) and performance indicators.
- Collaborate with product, customer service, technology, and operations teams to propose systemic and scalable solutions.
- Monitor the impact of implemented initiatives to ensure measurable and sustainable results.
- Mentor and support the development of junior team members by sharing best practices and analytical methodologies.
Requirements
- Bachelor's degree in Business Administration, Engineering, Statistics, Marketing, Economics, Communications, or related fields.
- Proficiency in Power BI, Qlik, Tableau, and advanced Excel (dashboard creation, automations, and data storytelling).
- Experience with NPS, CSAT, CES, VSS analyses and with quantitative and qualitative research methodologies.
- Knowledge of data analysis languages (SQL, Python, R) and Design Thinking methodologies.
- Certifications in CX Management, Power BI Expert, Customer Insights Strategy, Advanced Analytics, or similar.
Benefits
- Gender and race/ethnicity equity
- Positions eligible for candidates with disabilities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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