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Flash Benefícios is an intelligent HR and financial solutions ecosystem that simplifies workplace management through a unified platform covering hiring, time tracking, benefits, and corporate expenses. The company transforms complex processes into seamless user experiences.
In this role, you will lead deep diagnostic analyses using qualitative and quantitative data (SQL, Metabase, AI) to identify friction points in user journeys and anomalies in CX metrics (NPS, CSAT, TMA, FCR), cross-referencing with business data. You will structure, manage, and deliver end-to-end process optimization projects using agile and quality methodologies (Lean, PDCA, DMAIC). A core responsibility is translating data, ticket volumes, and customer pain points into compelling business narratives that influence leadership decision-making in recurring forums.
You will act as a bridge between CX, Product, and Operations, building influence across silos and persuading partner teams to prioritize necessary customer journey improvements without formal decision-making authority. You will develop, monitor, and report on project metrics and KPIs, ensuring implemented solutions drive operational efficiency and improve user satisfaction.
Key expectations include high influence and persuasion capability, exceptional communication and storytelling skills to translate complex problems into simple narratives adapted to different audiences, strong relational intelligence for stakeholder and conflict management, and pragmatic analytical thinking combined with resilience to prioritize high-value, low-effort initiatives while balancing execution speed with strategic vision.
REQUIREMENTS:
- Bachelor's degree in Engineering, Administration, Economics, Data Science, or related analytical/process-focused fields
- Advanced proficiency in data analysis and visualization tools: SQL, Metabase, Databricks, Power BI, and AI tools (Codex, Claude, or similar)
- Advanced Excel/Google Sheets skills
- Solid, proven experience in project management (PMBOK/Agile) and continuous improvement and process mapping tools (BPM, Lean, Six Sigma)
- Consistent background in Customer Experience, Planning, Quality, or BizOps roles, preferably in technology companies
DIFFERENTIALS:
- Certifications in Continuous Improvement (Green Belt/Black Belt) or Agile Methodologies (Scrum, Kanban)
- Prior experience leading and structuring Voice of Customer (VoC) or Customer Insights programs
- Knowledge of AI applied to CX journeys (LLMs, process automation, AI curation)
