Hey, it's time for you to join us showing the world we are the company that is changing paradigms, where we revolutionize the hours, minutes and seconds!

Do you want to know why Rappi?

⭐️ WE SEE OPPORTUNITIES where others see problems

⭐️ WE SEE CLOSE where others see distance

⭐️ WE SEE ADRENALINE where others see pressure.

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.

Did you like what you have read so far? Find out how you will deliver magic together with us through your Rappi mission 🧡

Check out how it will impact our ecosystem:

The CX Operations Analyst plays a key role in ensuring the efficient management, analysis, and reporting of customer experience data. This role is responsible for overseeing the collection, and analysis of customer data, as well as generating actionable insights that drive operational improvements and enhance the overall customer experience.

As part of Rappi, you will be responsible for:

Key Responsibilities:

Data Collection & Management:

• Collect and maintain accurate customer experience data from customer surveys, interactions, and CRM).
• Monitor data quality and resolve issues related to incomplete, inaccurate, or inconsistent data.

Data Analysis & Reporting:

• Analyze customer experience data to identify trends, patterns, and insights that can improve service delivery and customer satisfaction
• Develop and maintain regular reports and dashboards on key customer experience metrics (e.g., THT, CSAT, CES, Productivity, response times, resolution times).
• Create reports to address specific business needs or queries from leadership and stakeholders.

Collaboration & Stakeholder Communication:

• Work closely with cross-functional teams, including operations, quality, and IT, to ensure data is used effectively to enhance customer experience initiatives.
• Communicate findings and recommendations to the CX team in a clear and actionable manner.

Process Improvement:

• Support initiatives aimed at improving the customer experience by using data-driven insights.
• Identify areas of opportunity in customer touchpoints and recommend process improvements to optimize service delivery.
• Collaborate with operations teams to implement data-driven changes in BPO processes and workflows.

CX Metrics Management:

• Track and monitor key performance indicators (KPIs) related to customer experience, such as customer satisfaction, loyalty, and engagement.
• Use statistical tools and techniques to measure the impact of operational changes on customer experience.

Tool and System Utilization:

• Leverage advanced tools (e.g., Excel, SQL, Power BI, Tableau, or other analytics software) to process and analyze data.
• Assist in the implementation of new customer experience management tools and systems.

Good and now, what are the requirements for me to be part of this neon universe?

Skills:

• Expertise in customer journey mapping, experience design, and user experience.
• Ability to analyze customer data and translate it into actionable insights.
• Familiarity with CX tools (e.g., Excel, SQL, Power BI, Tableau, or other analytics software).
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a passion for customer satisfaction.

Worker type:

Regular

Company:

Rappi Technology Colombia

For more information check our website https://about.rappi.com/es and check our reviews on Glassdoor https://acortar.link/Eqm07Q

we are waiting for you to build and deliver the magic together! #Rappi 🧡