Contact Center CX Senior Analyst

In the story of Snappfood, we believe in creating value that goes beyond the ordinary. We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity, intelligence, and agility.
We are waiting for you to continue this story.

Responsibilities:
•    Identify root causes behind dissatisfaction trends and turn insights into clear recommendations.
•    Monitor follow-up effectiveness of support teams and the impact of compensatory actions.
•    Analyze large-scale Voice of Customer (VOC) data, including post-support surveys (CSAT), transactional feedback, and qualitative insights across channels (chatbot, call, app, Porsline, complaints).
•    Lead and iterate survey frameworks (timing, structure, audience) with focus on response quality and completion rate
•    Collaborate with Support, Product, Ops and Marketing teams to drive customer-centric improvements based on deep analytical findings.
•    Design KPIs and scoring models for CX measurement: CSAT, NPS, CES, Effective Dissatisfaction, etc.
•    Develop real-time dashboards and performance reports to track customer satisfaction, pain points, and support effectiveness.
•    Present findings through compelling storytelling and visualizations to stakeholders at all levels, including executives.

Requirements:
•    Proficiency in Power BI, SQL, and advanced Excel; working knowledge of Python for unstructured data analysis is a strong plus
•    Solid understanding of CX metrics and methodologies (CSAT, NPS, CES, churn analysis, customer journey mapping)
•    Experience working with survey platforms (e.g. Porsline, Typeform, SurveyMonkey) and integrating them into workflows
•    2+ years of hands-on experience in data analysis, preferably in CX, VOC, or customer operations
•    Bachelor's degree in Management, Public Relations, Industrial Engineering, or related fields.

Benefits: 
•    Vouchers for Vacations, Gym, Therapy Sessions, Internet Costs
•    Complementary Insurance
•    Educational platform of advanced courses
•    Snappfood’s Discount codes
•    Loans