▷ Busqueda Urgente! CX Senior Analyst...

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• ️ WE SEE OPPORTUNITIES
• where others see problems
• ️ WE SEE CLOSE
• where others see distance
• ️ WE SEE ADRENALINE
• where others see pressure.Find out how you will deliver magic together with us through your Rappi mission
• Revisa cómo impactarás nuestro ecosistema :
• We are looking for a CX Senior Analyst who will play a strategic role in shaping the performance and evolution of our Customer Experience operations. This position goes beyond monitoring metrics — it is about understanding trends, anticipating risks, and influencing decisions that strengthen customer satisfaction and operational excellence. The ideal candidate combines advanced analytical capabilities and strong leadership skills to translate data into strategy, guide CX teams, and deliver improvements that position support as a competitive advantage
• Como parte de Rappi, serás responsable de :
• Lead the strategic monitoring of CX KPIs
• (Quality, DSAT, Reopen, Reopen Rate), ensuring business objectives are consistently met.
• Identify behavioral patterns and operational trends
• to anticipate challenges and propose initiatives that drive sustainable improvements.
• Act as a strategic advisor
• to CX leaders and cross-functional teams, delivering data-driven insights that shape process optimization and customer experience strategy.
• Mentor and influence CX teams
• , ensuring alignment between day-to-day operations and the broader strategic vision.
• Develop and optimize dashboards and reporting frameworks
• using advanced data tools (SQL, Excel, BI platforms), enabling proactive decision-making and efficiency gains.
• Partner with business stakeholders to transform
• customer feedback and operational signals
• into long-term actions that enhance satisfaction and retention.
• Promote
• operational discipline and continuous improvement
• , conducting audits and driving a culture of accountability across the support organization.
• Degree in Business Administration, Industrial Engineering, IT, or related fields.
• Minimum 1-year experience in
• consulting, operations strategy, or process improvement
• , preferably within CX environments.
• Proven track record of
• impacting CX KPIs
• and aligning operational results with strategic business goals.
• Strong
• analytical toolkit
• with experience in SQL, Excel, and BI / reporting tools to transform data into actionable insights.
• Excellent communication and storytelling skills to influence both operational teams and executive stakeholders.
• Ability to manage multiple priorities while keeping a strategic view in a fast-paced environment.
• Familiarity with CRM systems and ticketing platforms is a plus.Tipo Empleador : RegularEmpleador : Rappi Technology ColombiaPara más información consulta nuestra pagina web y revisa nuestras reseñas en Glassdoor¡Te esperamos con mucha ansiedad y brillo en los ojos para entregar magia juntos!
• #Rappi
• Join a team where we are all capable of EVERYTHING, where we all have the same opportunities, regardless of gender identity, race, religion, nationality, age, disability, training or experience.

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