Analista SR Experiência (CX)

9 hours, 50 minutes ago
Senior
Customer and Technical Support
iFood

iFood

iFood is the Latin American leader in food delivery, with a mission to Feed the Future of the World. With 11 years of experience, iFood processes millions of orders per month in innovative technological environments, fostering strong growth with delive...

Air Freight & Logistics
5K-10K
Founded 2011
$92M raised

Description

  • Structure training and learning paths for EPs aligned with customer experience goals.
  • Identify knowledge gaps and publish diagnostics with action plans to prioritize initiatives.
  • Develop and launch customized training programs, modules, playbooks, and reference materials.
  • Create and maintain a centralized repository of content and playbooks for reuse and consultation.
  • Define success metrics and use data analysis to measure program effectiveness and recommend improvements.
  • Apply AI and automation to identify gaps, personalize learning experiences, and scale delivery.
  • Support onboarding with a standardized learning path and structured mentorship for new team members.
  • Collaborate with multiple teams and stakeholders to drive adoption and impact CX metrics.
  • Create presentations and narratives that connect insights to business strategy.

Requirements

  • Experience with instructional design and creating customized training programs.
  • Ability to use data analysis to evaluate program impact and generate actionable recommendations.
  • Familiarity with AI applications for identifying knowledge gaps and personalizing learning.
  • Knowledge of CX concepts and metrics such as customer journey, CSAT, NPS, and CES.
  • Ability to mentor and support professional development through learning paths and structured feedback.
  • Clear communication skills and the ability to build storytelling for different audiences.
  • Strategic thinking, prioritization skills, and a results-oriented, data-driven mindset.
  • Experience leading learning initiatives at organizational scale is preferred.
  • Experience using AI to predict future training needs and automate analysis routines is preferred.
  • Experience with Voice of the Customer projects or continuous improvement initiatives in CX is preferred.
  • Experience in fintechs or fast-growing companies is preferred.
  • Familiarity with LMS platforms and authoring tools is preferred.
  • Intermediate English is preferred.

Interested in this position?

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