Brazil
Pavago
Hotmart
Customer Experience Analytics SR Analyst
Brazil
Belo Horizonte, Minas Gerais, Brazil · São Paulo, São Paulo, Brazil
SQL
Automatic translation. Check the original.
COME TO HOTMART
HOW YOUR WORK CAN TRANSFORM THE WORLD!
Area Mission
The Performance and Control area is the engine of advanced intelligence, metrics engineering, and data governance for our Customer Experience (CX) operation.
Our mission is to transform large volumes and different data sources into strategic insights, automations, and scalable solutions that maximize operational efficiency and customer experience.
We operate at the business's analytical forefront, combining quantitative and qualitative data, modeling in Power BI, extractions via SQL, and solutions with Artificial Intelligence to identify root causes, anticipate trends, and support leadership decision-making with robust data governance.
COME TO HOTMART
Being part of our team means knowing that your work transforms lives on a global scale. Come to Hotmart and be part of this transformation!
Here your responsibilities will be:
- Investigate problems and opportunities related to customer experience and operational efficiency, using quantitative and qualitative data to identify causes and direct actions;
- Analyze CX indicators, such as CSAT, performance, SLA, and productivity, identifying trends, deviations, and improvement opportunities;
- Transform analyses into practical recommendations, connecting data, operations, processes, and customer experience;
- Structure and monitor continuous improvement projects, from problem identification to implementation and results measurement;
- Partner with leadership, operations, processes, product, and technology in building solutions and evolving initiatives;
- Develop and monitor indicators, Power BI dashboards, and governance routines that support decision-making;
- Utilize automations and data tools to make monitoring, analysis, and communication processes more efficient and scalable;
- Explore and build agents using Artificial Intelligence to solve CX problems, evaluating opportunities, testing approaches, and measuring results;
- Cross-reference different sources of information, such as indicators, customer comments, and operational data, to build a more complete view of problems and opportunities;
- Communicate analyses, insights, and recommendations clearly to different audiences, adapting technical depth to the interlocutor;
- Have the autonomy to identify unstructured problems, conduct investigations, and propose solutions;
- Consider the impact of decisions on customer experience, operations, and business results.
Qualifications you need to have
- Completed higher education in Economics, Engineering, Statistics, Data Science, Management, or related fields;
- Advanced knowledge in Power BI for dashboard construction and governance;
- Knowledge in SQL for data extraction and analysis;
- Advanced knowledge in Excel/Google Sheets;
- Experience with automation tools;
- Experience with Customer Experience indicator analysis;
- Knowledge in quality and continuous improvement methodologies;
- Experience with Artificial Intelligence tools and applications.
Skills that are differentiators
- Advanced analytical capacity: ease in working with numbers, indicators, and different sources of information, seeking to understand not only what is happening, but why it is happening;
- Business and customer vision: ability to connect CX indicators to impacts for customers, operations, and the business;
- Problem-solving: investigative, curious, and pragmatic profile, capable of transforming unstructured problems into action plans;
- Data-driven orientation: ability to use data to support decisions, without losing the critical view that not all answers will be in the indicators.
WHY TRANSFORM ALONGSIDE US?
- Health and dental plan with national coverage, at no cost to the employee and with co-payment for spouse and dependents;
- Meal/food voucher (Flash - Visa brand);
- Flexible benefit (Flash Multibenefits - Visa brand), which can be allocated to food, meals, mobility (transportation apps, fuel, public transport in SP), culture, health, and education;
- Private pension plan;
- Transportation voucher;
- Life insurance;
- Wellhub;
- Childcare assistance for children up to five years old;
- Education budget: amount allocated for investments related to your education, to contribute to developing and enhancing your skills;
- Incentive for language learning through an online platform;
- Baby On Board: benefit offered to those preparing for maternity and paternity;
- Extended maternity leave (180 days);
- Extended paternity leave (30 days);
- Conexa Saúde: free online access to health professionals - Nutritionist and Psychologist;
- Annual participation in the company's profits and results (PLR);
- Hotmart Recharge: bonus of 30% of the gross monthly salary, paid after completing the vacation accrual period of 30 days.
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