Especialista Customer Insights
1 semana atrás
Country:
Portugal
Local:
Lisboa
- Formação superior
- Experiência em análise de dados utilizando ferramentas como Python, R, SQL, ou outras linguagens e ferramentas de análise.
- Capacidade de extrair, limpar e manipular grandes conjuntos de dados de várias fontes, incluindo bancos de dados, APIs e arquivos.
- Conhecimento de técnicas estatísticas e de modelagem para extrair insights significativos dos dados.
- Experiência em visualização de dados usando ferramentas como Tableau, Power BI, ou matplotlib/seaborn em Python.
- Familiaridade com técnicas de machine learning para previsão e segmentação de clientes
- Capacidade de entender as necessidades e expectativas dos clientes através da análise de dados e feedbacks.
- Excelentes habilidades de comunicação verbal e escrita para apresentar insights de forma clara e persuasiva.
- Capacidade de colaborar com diferentes equipas, como marketing, suporte ao cliente, e desenvolvimento de produtos, para melhorar a experiência do cliente.
- Orientação para o cliente, com foco no entender das suas perspetivas e necessidades.
- Capacidade de trabalhar num ambiente dinâmico e de adaptação a mudanças nas pedidos dos clientes e do mercado. Além disso, orientado a resultados, ter habilidades analíticas aguçadas e ser capaz de traduzir insights complexos em recomendações acionáveis para melhorar a experiência do cliente
Responsabilidades:
- Dentro da área da Experiência de Cliente, reporte direto ao responsável da área de Customer Insights
- Análise das métricas das Experiências e touchpoints medidos, definição de Customer Pains e insights acionáveis para a melhoria contínua das jornadas de cliente
- Apresentação de insights e propostas de melhoria às áreas.
- Desenho da medição de jornadas de clientes no programa VOC e implementação dos GAPs de medição
- Garantir o envolvimento das áreas no seguimento das métricas de experiência e estabelecer pontes com áreas que acrescentem valor à análise e definição dos insights.
- No Santander cada um de nós é "Risk Pro". Isto significa ter a responsabilidade pessoal de identificar, avaliar, gerir e reportar eventuais riscos para o banco decorrentes do desempenho das nossas funções. Vamos darlhe o conhecimento e as ferramentas para ser Risk Pro em todas as situações. Esta cultura de riscos é fundamental para o Santander Way, a nossa forma de trabalhar. _
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