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Voice of Customer Analyst

São Paulo, São Paulo, Brazil · Operations

As a Voice of Customer Analyst at SumUp, you’ll have a very hands-on and versatile scope of work. We expect you to be able to investigate broken experiences, bring insights about them, design optimized processes and solutions, and make sure stakeholders are at the same page in order to escalate our recommendations and support us to provide the best customer experience in Brazil. 

What you’ll do

  • Generate insights from different aspects of the area, focusing on customer experience and product launches

  • Improve visibility and foster connections within SumUp by sharing insights, data, and the impact of identified broken experiences, ensuring the scalability of their solutions.

  • Project follow-ups and measurement of their deliveries (PMO) 

  • Build thorough KPIs to measure journey interactions and its improvements

  • Implement Artificial Intelligence to gather valuable feedbacks from our customers and optimize analysis 

  • Participate in OKR discussions and design for BR Operations and BR Customer Experience 

You’ll be great for this role if you

  • Have excellent problem solving and analytical skills

  • Speak advanced English and feel comfortable communicating with global teams

  • Have advanced skills in data visualization (using Tableau or Power BI, for example) 

  • Have knowledge of analytical modelling 

  • Have intermediate Excel skills

  • Have basic SQL skills

  • Customer Experience knowledge is a plus

Why you should join SumUp

  • We’re a truly global team of 3000+ people from 60+ countries;

  • You'll have the opportunity to make an impact as we work in flat hierarchies;

  • You’ll receive a budget for your individual development, attending conferences, and external training;

  • You can truly create your own path here and help us shape the future for small merchants;

  • SulAmérica health insurance plan, Caju benefit (multiple possibilities: meals, culture, health), partnership for mental health activities with Zenklub, optional dental assistance, private pension plan, Gympass, life insurance and more.

About SumUp

We believe in the everyday hero.

Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to help them run their businesses. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love. 

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

SumUp will not accept unsolicited resumes from any source other than directly from a candidate.

Job Application Tip

We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.