Customer Experience (CX) Analyst - Portuguese & Spanish | Sao Paulo

Join Ten Group as a Customer Experience (CX) Analyst

Ten Group is building a world-class global Customer Experience (CX) team for one of our valued clients, aiming to create seamless, compelling customer journeys for members worldwide. This is an exciting opportunity to join a dynamic team, collaborate across regions, and play a key role in analyzing and shaping exceptional customer experiences.

About the Role
As a CX Analyst, you will report to the Senior CX Team Manager and support efforts to optimize customer journeys by identifying opportunities for improvement through data-driven insights. You'll work closely with regional teams and the global service support function to ensure we deliver high-quality experiences and remove barriers to seamless service delivery.

Key Responsibilities

1. Analyze Customer Journeys: Evaluate every touchpoint to identify friction points, improving service quality and member satisfaction.
2. Enhance Member Lifetime Experiences: Contribute to initiatives focusing on onboarding, recovery, optimization, and advocacy to maximize member value.
3. Support CX Strategy Development: Collaborate with global peers and regional managers to gather insights and inform CX roadmaps.
4. Utilize Data-Driven Insights: Conduct research, mystery shopping, and competitive analysis to prioritize and recommend improvements.
5. Champion Customer-Centricity: Contribute to fostering a culture of customer obsession in your region.
6. Measure and Report Performance: Assist in tracking KPIs such as CSAT, NPS, CES, and CLV to monitor and improve the customer experience.

What We’re Looking For:

1. Strong analytical skills with the ability to interpret data and provide actionable insights.
2. A customer-first mindset, driven by empathy and emotional intelligence.
3. Excellent communication skills to effectively convey insights and ideas to stakeholders.
4. Problem-solving capabilities to address customer challenges proactively.
5. Flexibility and adaptability to thrive in a fast-paced, dynamic environment.
6. Knowledge of loyalty and satisfaction metrics and an aptitude for technology and digital solutions.

Qualifications & Experience:

1. Proficiency in business-level English, Portuguese & Spanish.
2. Experience in customer-focused roles or in customer experience analysis.
3. Familiarity with tools such as Microsoft Office, particularly Excel and PowerPoint.
4. Exposure to Lean Six Sigma practices for CX improvement (desirable).

Guidelines for Hybrid/Home Office :

1. Located in Brazil
2. Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement - at least 2x a week in the office
3. A secure home office at your confirmed address, free from background noise or other distractions
4. Internet service must meet minimum requirements and minimum speed check must be completed

Who We Are
Ten Life Group is a global luxury concierge service, and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

Thank you for considering a career with us. Don't miss the opportunity to join our team! The application deadline for this position is 31. December 2024. Submit your application before then to be considered for this exciting opportunity. We look forward to reviewing your application!