Customer Experience (CX) Analyst

Join Ten Group as a Customer Experience (CX) Analyst 🌟

Ten is building a global CX team to improve and create compelling and seamless customer experiences for our members worldwide, both online and offline. The CX team will be positioned around the globe, with representation in each region, reporting up to a central, global function.

About the Role
As a CX Analyst, you will report to the Global CX Head and will bridge the gap between functions in their region, and also between the region and global service support, with an expert understanding of all the customer journey touchpoints and how they hinder or excel in delivering the best possible member experience.

Key Responsibilities

• Own the Service Improvement Plan for your region, including the process that integrates it with regional management and the global SIP
• Analyse and interpret a variety of information and data to inform planning and prioritisation based on impact and effort
• Map and plot all elements of customer journeys to pick apart, analyse, challenge, and identify required changes and their priority
• Collaborate with VoC Manager to produce a monthly report and biannual update of Request Journey Map
• Identify areas for improvements and opportunities through VoC data and your own usage of the service
• Combining local needs with global priorities, contribute to CX roadmap, spanning across multiple areas of the business, coordinating with other initiatives and informing/influencing cross-departmental priorities

What We’re Looking For:

• Ability to lead, influence and collaborate closely with a broad range of colleagues and stakeholders at all levels
• Able to draw the narrative out of a complex set of data points, and write reports that ‘tell the story’ in a compelling way that inspires action
• Knowledge of customer loyalty and satisfaction metrics such as CSAT, NPS, CES and CLV
• Capable of keeping track of the differences and similarities between our complex and differentiated teams and corporate accounts, while also working in a client-agnostic manner
• An aptitude for technology and digital solutions
• Analytical and able to spot and predict problems and risks
• Demonstrative of excellent commercial acumen

Qualifications & Experience:

• Proficiency in business-level Portuguese and English.
• Experience in customer-focused roles or in customer experience analysis.
• Familiarity with tools such as Microsoft Office, particularly Excel and PowerPoint.
• Exposure to Lean Six Sigma practices for CX improvement (desirable).

Guidelines for Hybrid Work :

• Located in São Paulo
• At least 2x a week in the office
• A secure home office at your confirmed address, free from background noise or other distractions
• Internet service must meet minimum requirements and minimum speed check must be completed

Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

Rewards designed around you:

• A competitive salary depending on experience.
• Hybrid working. You can combine working from home and working from the office.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
• Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten.
• Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Genuine career opportunities within a dynamic and international company.

Who We Are
Ten Life Group is a global luxury concierge service, and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.

To find out more about Ten, please watch this short video This is what we Do!

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.