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•    Planejamento estratégico anual da área, propondo planos com foco na melhora do Customer Experience.
•     Revisão e acompanhamento de todos os processos e pontos de interação com clientes, identificando pontos de melhora no serviço ou na experiência do cliente.
•    Desenvolvimento de insights sobre necessidades e comportamentos dos clientes a partir da análise da "voz do cliente" e de informações comportamentais, para entender os motivos de satisfação/insatisfação dos clientes.
•    Melhora da experiência do cliente no uso dos canais de relacionamento, através do redesenho de processos e proposição de práticas específicas, com foco no aumento da satisfação e lealdade dos clientes.
•    Avaliação e análise de Gaps: voz do cliente, melhores práticas, análise competitiva
•    Trabalho em estreita colaboração com outras equipes internas: Qualidade, Ouvidoria, Atendimento ao Cliente, Operações, Marketing, etc.
•    Monitorar indicadores de qualidade em conjunto com as áreas da empresa para desenvolver planos de ações para melhoria da experiência do cliente (NPS, CSAT, CEM e pesquisas)
•    Atuação em nível tático e estratégico – Dashboards.
•    Experiências em projetos como Agile Coach envolvendo vários times.
•    Análise de dados de mercado financeiro, varejo e mídias on line e off line.
•    Desenvolvimento e implantação de KPI´s.
•    Análise de investimentos e rentabilidade de projetos.
•    Apoio estratégico aos Executivos de Contas nas negociações com fornecedores.
•    Planejamento e Desenvolvimento Comercial.
•    Análise de competitividade e inteligência de mercado (Macro e Micro ambiente)
•    Feedback / Monitoria e treinamento.
•    Realização de gestão de canais Reclame Aqui, Procon, Consumidor.gov e Fale conosco.
•    Atuar em Chat, Whatsapp e Chatbot e Mídias Sociais.

Jornada do cliente/ Implantação 2018:
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    Identificar as fontes de insatisfação e potenciais deserções dos clientes.
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