CX Process Analyst

Position: CX Process Analyst

Type of Contract: Full-time

Location: Brazil, Mexico or Argentina

Work Model: Remote

Level: Pleno

Function Purpose:

We are seeking a highly skilled and proactive CX Process Analyst to design and optimize customer service processes that enhance operational performance and elevate the customer experience. This role requires a balance of strategic thinking and hands-on execution, focusing on improving efficiency through data-driven decisions, automation, and cross-departmental collaboration. The ideal candidate will have a strong analytical mindset, experience in fast-paced environments, and a passion for delivering exceptional customer outcomes. This position plays a critical role in ensuring smooth and scalable operations while maintaining a customer-first approach.

Main Responsibilities:

1. Map and optimize customer service workflows to ensure operational efficiency and excellence
2. Develop and monitor key performance indicators (KPIs) to track operational performance and drive continuous improvements in the customer experience
3. Collaborate with teams across Tech, Operations, and Product to ensure CX processes are aligned and integrated
4. Implement and oversee automation and innovation initiatives to enhance efficiency and scalability
5. Define service-level agreements (SLAs) and ensure consistent execution of customer service policies
6. Stay up to date with industry trends and best practices to keep our CX operation competitive and innovative

Main Requirements:

1. Proficiency in English; Portuguese and Spanish are a plus
2. Proven experience in mapping and optimizing CX or customer service processes
3. Advanced analytical skills and knowledge of continuous improvement methodologies (e.g., Lean, Six Sigma, Design Thinking)
4. Proficiency in working with data (Excel/Google Sheets, BI tools) and turning insights into strategic actions
5. Experience in fast-paced environments such as startups or scalable operations
6. Strong communication skills and ability to work effectively across multiple departments