Analista Pleno de Melhoria Contínua

The role

The professional will map and prioritize improvement opportunities for partners, drivers, and customers to mitigate abuse and fraud. They will manage medium complexity projects, conduct end-to-end initiatives, and apply continuous improvement methodologies.

What you will do

• Map and prioritize improvement opportunities for partner, driver, and customer experience using GUT matrix or similar methods
• Negotiate and align opportunities with business, operation, product, and technology stakeholders
• Conduct complete initiatives from diagnosis to rollout, including impact analysis on CSAT, SLA, resolutivity, and contact rate
• Manage medium complexity projects by creating schedules, mapping stakeholders, identifying risks, and producing executive reports
• Map journeys for partners, drivers, and customers impacted by fraud prevention flows
• Apply continuous improvement methodologies like PDCA, DMAIC, Ishikawa, and Kaizen
• Model, update, and document processes in BPMN and collaborate for automation using Bizagi when applicable
• Collect, treat, and analyze data to generate insights and build dashboards and reports
• Integrate into weekly Scrum sprints and use Jira for prioritization and delivery
• Conduct action plans, structure performance rituals, and monitor initiative impacts

Required qualifications

• Analytical mindset and capacity to solve problems in a structured way
• Capacity to connect experience indicators to prioritization decisions and trade-off communication
• Autonomy, proactivity, and discipline to prioritize actions based on the 80/20 principle
• Ability to negotiate, align, and engage multidisciplinary stakeholders without formal authority
• Result focus oriented towards contact rate reduction, CSAT increase, and operational efficiency gain
• Organization to conduct end-to-end initiatives, managing schedules, deliveries, and risks
• Clear and objective communication to present analyses and conduct alignments with different seniority levels
• Data-oriented mindset with autonomy to extract, validate, and interpret data
• Collaboration with product, tech, operation, quality, and training
• Familiarity with agile routine and Scrum sprints

Nice to have

• Knowledge in Power BI, Tableau or other advanced visualization tools
• Familiarity with process automation, macros, bots and chatbot automations
• Use of AI applied to service and agent parameterization, such as Gemini, Claude and ChatGPT
• Knowledge in A/B testing, backtests and hypothesis validation methodologies
• Knowledge in Salesforce or other CRMs

About the company

iFood is a Brazilian technology company and a reference in Latin America. It connects thousands of restaurants to millions of consumers through innovative solutions in food delivery, market, pharmacy, pet, and fintech.