BR Customer Research and Insights Lead

About the role

As the BR Customer Research and Insights Lead at Sporty, you will be responsible for acting as a main point of contact in Brazil for all customer experience related topics, establishing customer experience practices and procedures as well as leading and overseeing customer experience operations including correspondence between the business and our customers across all available channels. You will be responsible for working independently as well as collaboratively with local and global teams, different departments and our growing customer base in Brazil.

What you'll be doing

• Collect, analyze, and interpret consumer data from various sources such as surveys, interviews, focus groups, and customer support channels. Identify patterns, trends, and correlations in consumer behavior to help drive strategic decision-making from other internal departments


• Lead the execution of user research, including direct communication with users. Drive proactive initiatives for continuous customer feedback, incorporating competitor analysis to identify market trends. The goal is to gather insights into user behavior, preferences, and needs, as well as market trends, driving product improvements and innovation


• Take full ownership of customer issues and follow problems through to resolution, ensuring customer issues are resolved in a timely manner across our channels


• Build sustainable relationships and trust with customers through open and interactive communication


• Keep records of users interactions, process users accounts and file documents


• Main point of contact in BR for all Customer Services' related topics


• Identify and highlight operational issues and utilize knowledge and skills to offer solutions and recommend potential enhancements to our product


• Provide feedback and coaching to team members to improve their performance and continuously identify work process improvement

What you'll bring