Hey, it's time for you to join us showing the world we are the company that is changing paradigms, where we revolutionize the hours, minutes and seconds!

Do you want to know why Rappi?

⭐️ WE SEE OPPORTUNITIES where others see problems

⭐️ WE SEE CLOSE where others see distance

⭐️ WE SEE ADRENALINE where others see pressure.

Join a team where we are all capable of EVERYTHING, where we all have the same opportunities, regardless of gender identity, race, religion, nationality, age, disability, training or experience.

Did you like what you have read so far? Find out how you will deliver magic together with us through your Rappi mission 🧡

Check out how it will impact our ecosystem:

We are looking for a CX Senior Analyst who will play a strategic role in shaping the performance and evolution of our Customer Experience operations. This position goes beyond monitoring metrics — it is about understanding trends, anticipating risks, and influencing decisions that strengthen customer satisfaction and operational excellence. The ideal candidate combines advanced analytical capabilities and strong leadership skills to translate data into strategy, guide CX teams, and deliver improvements that position support as a competitive advantage

As part of Rappi, you will be responsible for:

• Lead the strategic monitoring of CX KPIs (Quality, DSAT, Reopen, Reopen Rate), ensuring business objectives are consistently met.

• Identify behavioral patterns and operational trends to anticipate challenges and propose initiatives that drive sustainable improvements.

• Act as a strategic advisor to CX leaders and cross-functional teams, delivering data-driven insights that shape process optimization and customer experience strategy.

• Mentor and influence CX teams, ensuring alignment between day-to-day operations and the broader strategic vision.

• Develop and optimize dashboards and reporting frameworks using advanced data tools (SQL, Excel, BI platforms), enabling proactive decision-making and efficiency gains.

• Partner with business stakeholders to transform customer feedback and operational signals into long-term actions that enhance satisfaction and retention.

• Promote operational discipline and continuous improvement, conducting audits and driving a culture of accountability across the support organization.

Good and now, what are the requirements for me to be part of this neon universe?

• Degree in Business Administration, Industrial Engineering, IT, or related fields.

• Minimum 1-year experience in consulting, operations strategy, or process improvement, preferably within CX environments.

• Proven track record of impacting CX KPIs and aligning operational results with strategic business goals.

• Strong analytical toolkit with experience in SQL, Excel, and BI/reporting tools to transform data into actionable insights.

• Excellent communication and storytelling skills to influence both operational teams and executive stakeholders.

• Ability to manage multiple priorities while keeping a strategic view in a fast-paced environment.

• Familiarity with CRM systems and ticketing platforms is a plus.

Worker type:

Regular

Company:

Rappi Technology Colombia

For more information check our website https://about.rappi.com/es and check our reviews on Glassdoor https://acortar.link/Eqm07Q

we are waiting for you to build and deliver the magic together! #Rappi 🧡