Customer Experience Analyst

Do you want to change the world? That is exactly what we do at Cabify. We work to make cities better places to live, promoting more sustainable and efficient mobility that connects passengers and drivers with the push of a button. Maybe one day cities won't need private cars, but until then… there is a lot to do. Are you joining the journey?

👉 About your team

We ensure that the parcel and goods delivery service works perfectly. Our mission is clear: to improve and optimize every delivery, guaranteeing maximum satisfaction for clients, users, and drivers. We have ambitious goals; we want to multiply our revenue by six for 2024-2026! And to achieve this, the experience of our users is key.

🎯 Role Mission

Your mission will be crucial to deeply understand the voice of our customers at Cabify Logistics. You will analyze data and identify opportunities to optimize every interaction, ensuring that the parcel and goods delivery experience is exceptional in Colombia.

🛠️ How will you help us achieve our mission?

• You will analyze customer experience (CEX) data in depth to identify patterns, trends, and pain points in the logistics service.
• You will propose and implement concrete improvements to our processes and workflows, seeking to optimize the satisfaction of clients, users, and drivers.
• You will monitor and report on key customer experience KPIs, generating actionable insights that drive strategic decision-making.
• You will actively collaborate with internal teams such as Operations, Product, and Support to ensure a 360-degree view of the customer and flawless execution of initiatives.
• You will proactively manage and resolve complex or escalated incidents, transforming problems into opportunities to raise the quality of our service.

🔍 What we are looking for

Affinity with our principles: cabify.com/es/sobre-nosotros

• Demonstrable experience in customer experience data analysis or similar roles, preferably in the logistics, e-commerce, or mobility sector.
• Advanced handling of data analysis tools (SQL, Excel/Google Sheets) and familiarity with visualization platforms (Power BI, Tableau).
• Ability to communicate complex insights clearly and concisely, "telling the story of the data" to different audiences, both technical and non-technical.
• Proactive and problem-solving mindset, with the ability to identify and act on improvement opportunities autonomously.
• Ability to work collaboratively in a dynamic and fast-growing environment, adapting to new priorities with agility.
• Strong customer orientation and passion for optimizing their experience at every touchpoint.

👀 Why Cabify is your best option

We want you to feel part of this journey from day one. That is why we offer you an environment where your ideas matter and your development is our priority.

• 📝 Indefinite contract with a competitive salary
• 🎟️ Wellness bonus for medicine or stores
• 🏝️ 22 days of vacation per year
• 🔋 Recharge Day
• 🌍 Flexible schedule and hybrid model
• 💸 Monthly credit to use on the Cabify App
• 🖥️ Work equipment to develop all your talent
• 🏢 Hybrid model: combine remote work days with office presence to connect with your team

Cabify is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all people, regardless of their background, gender, religion, orientation, age, or ability. Join us!

This listing was sourced from 4dayweek.io.