Customer Experience / Customer Insights Manager

Role Description The Customer Experience / Customer Insights Manager will focus on understanding learner needs and improving their end-to-end experience in the Pós-Graduação Engenharia de Dados e Inteligência Artificial program. This part-time, remote role includes designing and managing feedback mechanisms such as surveys, interviews, and focus groups, and transforming qualitative and quantitative data into actionable insights. The manager will map and evaluate the learner journey, identify pain points and opportunities, and collaborate with academic and operational teams to implement improvements. Daily tasks include developing customer insight reports, presenting findings to stakeholders, monitoring key experience metrics, and supporting the design of new initiatives to enhance satisfaction, engagement, and retention.

Qualifications

• Strong Business Insights and Customer Insight skills to translate learner feedback into strategic recommendations.
• Experience with Market Research methodologies, including survey design, interviews, and focus groups.
• Advanced Analytical Skills and Data Analysis capabilities, including interpreting quantitative data and visualizing results.
• Ability to communicate complex findings clearly through written reports and presentations for academic and business stakeholders.
• Experience with customer experience, student success, or education program management is highly beneficial.
• Proficiency with analytics and survey tools (e.g., Excel, Google Sheets, BI dashboards, survey platforms).
• Strong organizational skills, attention to detail, and ability to work independently in a remote, part-time setting.
• Bachelor’s degree in Business, Marketing, Data Analytics, Psychology, Education, or a related field, or equivalent practical experience.