Customer Experience Analyst

Want to change the world? That's what we do at Cabify. We work to make cities the best places to live, promoting more sustainable and efficient mobility that connects passengers and drivers with the tap of a button. Perhaps one day cities won't need private cars, but until then... there's a lot to do. Will you join our journey? 👉 About your team We are responsible for the smooth operation of parcel and freight delivery. Our mission is clear: to improve and optimize every delivery, ensuring maximum satisfaction for clients, users, and drivers. We have ambitious goals: we want to multiply our turnover sixfold by 2024-2026! And to achieve this, our user experience is key. 🎯 Role Mission Your mission will be crucial to deeply understand the voice of our clients in Cabify Logistics. You will analyze data and identify opportunities to optimize every interaction, ensuring an exceptional parcel and freight delivery experience in Colombia. 🛠️ How you'll help us fulfill the mission? You will deeply analyze Customer Experience (CEX) data to identify patterns, trends, and pain points in the logistics service. You will propose and implement specific improvements in our processes and workflows, aiming to optimize customer, user, and driver satisfaction. You will track 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 seamless execution of initiatives. You will proactively manage and resolve complex or escalated incidents, turning problems into opportunities to improve our service quality. 🔍 What we're looking for Alignment with our Principles: cabify.com/es/sobre-nosotros Proven experience analyzing customer experience data or similar roles, preferably within logistics, e-commerce, or mobility. Advanced proficiency in data analysis tools (SQL, Excel/Google Sheets) and familiarity with visualization platforms (Power BI, Tableau). Ability to clearly and concisely communicate complex findings, "telling the story of the data" to diverse audiences, both technical and non-technical. Proactive and problem-solving attitude, with the ability to autonomously identify opportunities for improvement and act on them. Ability to collaborate in a dynamic and fast-paced environment, adapting flexibly to new priorities. Strong customer-centricity and a passion for optimizing their experience at every touchpoint. 👀 Why Cabify is your best choice We want you to feel part of this journey from day one. That's why we offer you an environment where your ideas matter and your development is our priority. 📝 Permanent employment contract with competitive salary 🎟️ Wellbeing bonus for medical expenses or stores 🌍 Flexible working hours and hybrid work model 💸 Monthly credit to use in the Cabify app 🖥️ Work equipment to unleash your full talent Cabify is proud to be an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all people, regardless of origin, gender, religion, orientation, age, or ability. Join us!