Data Analyst Lisboa

Overview

As a Middle Data Analyst in the Voice of the Customer (Vo
C) domain within the Customer Experience (CX) department, you will analyze customer feedback and behavior to drive actionable insights that enhance satisfaction and loyalty. Leveraging diverse data sources, including surveys, reviews, and social media, you will uncover trends, pinpoint pain points, and deliver strategic recommendations that improve customer experience and align with business objectives. Your work will directly influence
- making across CX teams, product management, and marketing.

Responsibilities

• Customer Feedback & Sentiment Analysis: Analyze data from Vo
  C programs (CSAT, NPS), applying NLP and text analytics to extract insights and categorize feedback into themes.
• Customer Journey Insights: Map customer interactions across touchpoints, correlating Vo
  C data with operational metrics to identify friction points and areas for improvement.
• Data Visualization & Reporting: Develop dashboards, reports, and KPIs to communicate findings clearly, ensuring insights drive informed
  - making.
• A/B Testing & Performance Evaluation: Design and conduct A/B tests to assess the impact of customer experience initiatives and recommend optimizations.
• Public Presentation of Insights: Present key findings and results to stakeholders, including executives, ensuring alignment with
  - centric strategies.
• Predictive & Prescriptive Analytics: Use advanced modeling techniques to forecast customer behavior and provide
  - driven recommendations to enhance loyalty.
• Process Improvement & Innovation: Identify gaps in Vo
  C methodologies, suggest improvements, and implement new tools or techniques to optimize data collection and analysis.

Skills, Knowledge & Expertise

• Work experience as a data analyst for 3+ years.
• Advanced knowledge of SQL, Python.
• Experience using Tableau/Metabase or similar data visualization tools.
• Experience with using GPT/Claude as a tool for work tasks solving.
• A structured approach to problem solving alongside strong quantitative skills. You can analyze issues, identify
  - causes and recommend solutions.
• Ability to come up with hypotheses and ways to improve our processes: backed by data if possible, but also by your expertise and common sense.
• Verbal and written communication skills, an ability to interact with business and product teams.
• At least
  - intermediate English proficiency.