[Hiring] Customer Insights Specialist @Cyncly

Role Description

As a Customer Insights Specialist, you will be responsible for the operational execution of the customer insights strategy. This includes administering Voice of Customer (VoC) and Customer Success (CS) tools, managing survey launches, performing data cleansing, maintaining KPI dashboards, automating score updates, and ensuring a consistent operational reporting cadence. The Specialist ensures a seamless end-user experience for internal teams, manages process documentation and reporting libraries, and supports change management and internal training initiatives.

• Oversee daily operations of customer insights activities, including data intake and cleansing, dashboard and report updates, trigger automation, and support for survey campaigns. Provide weekly status updates to the Customer Insights team.
• Administer and maintain VoC and CS platforms, including front-end updates, SuccessBLOCs, reporting logic, configuration documentation, and internal user training. Maintain a log of all platform changes.
• Ensure consistency and quality in data capture, tagging, segmentation, and mapping of customer journey touchpoints to feedback opportunities, with monthly audits.
• Facilitate closed-loop feedback tracking and KPI progress monitoring. Collaborate with CS and Renewals teams to flag at-risk accounts, using defined criteria and documented communication protocols.
• Support lifecycle listening initiatives by building new engagement matrices and expanding survey coverage to additional customer journey stages, with quarterly progress reports.
• Maintain and update the reference library of insights, case studies, fixes, and playbooks. Drive adoption and internal communication around VoC outcomes through regular updates and training sessions.
• Manage the operational execution of initiatives such as the data dictionary project, internal and external reporting frameworks, and CTL workflow tracking, with clear deliverables and timelines.
• Develop and deliver regular operational reports, insight briefs, Viva Engage communications, and update templates as needed.
• Ensure platform and process scalability as business needs evolve and as new automation or analytics features are implemented, with documented change management plans.
• Lead advanced analysis of customer health, journey signals, and VoC metrics. Identify leading and lagging indicators of churn, retention, and expansion, and recommend triggers and playbooks, with documented findings and recommendations.
• Collaborate with the Data Architect, Operations, and Customer Success teams to ensure actionable data flows and comprehensive survey coverage.
• Serve as subject matter expert for interpreting health trends, VoC drivers, and CX benchmarks, providing guidance and training to internal stakeholders.

Qualifications

• Hands-on experience in platform administration and operational management of VoC, CX, and/or CS tools.
• Proven expertise in survey logic, insights reporting, health score management, data quality assurance, and stakeholder enablement.
• Strong collaboration, communication, and documentation skills, with the ability to work across teams and support change management initiatives.
• Demonstrated problem-solving and process improvement abilities, with a focus on scalable and efficient operational execution.
• Advanced English (C1+).

Benefits

• National Medical Health Plan (Unimed);
• National Dental Assistance (Unimed);
• Maternity & Paternity extension leave;
• Life Insurance;
• Meal/ Restaurant allowance (Alelo Tudo);
• Home office allowance (if applicable);
• Education Platforms and training funding;
• Gympass, Zenklub (Health app) and Guapeco (Pet Plan);
• Annual Profit Sharing Program;
• Education allowance;
• DayOff as a birthday gift;
• Agreement with pharmacies, restaurants and theaters.

Company Description

Cyncly is a leading global provider of specialized visualization, sales, manufacturing and content software and solutions for the retail, design and manufacturing industries. Cyncly was created to unite Compusoft, 2020 Technologies and their affiliate companies after their merger in 2021. The Company brings together more than 35 years of industry experience to provide a connected platform of configure, price, quote (CPQ) software, online space planning, computer-aided design (CAD) applications, business process management, manufacturing execution systems and enterprise resource planning (ERP). Cyncly serves more than 70,000 customers across 100 countries, with operations in North America, Europe, South America, Asia Pacific, and Africa.

At Cyncly, we are committed to fostering an increasingly diverse and inclusive environment where all voices are valued and celebrated. We prioritize representation from minority groups. We recognize that our unique approach and success stem from the wealth of perspectives brought by our diverse teams.