Senior Journey Analyst | Remote

About the company

Aurum Software develops legal technology products that help legal professionals organize work more efficiently and boost daily productivity. The company has a team of more than 200 people across Brazil, with offices in Florianópolis and São Paulo, and is recognized for a strong culture and consistent workplace awards.

The organization looks for people who value autonomy, accountability, teamwork, continuous learning, collaboration, direct communication, and transparency. It also emphasizes an inclusive and safe environment where people can be themselves.

Role overview

As part of the CX Astrea team, your goal will be to support sustainable customer base growth by removing friction throughout the journey and turning the user experience into a predictable driver of retention, product adoption, and revenue.

This position is fully remote.

Responsibilities

• Track and assess customer experience KPIs such as satisfaction, loyalty, retention, and NPS.
• Continuously map, analyze, diagnose, and refine the end-to-end customer journey, with special focus on key moments like first value, onboarding, retention, and habit formation.
• Create and roll out initiatives that strengthen communication and customer engagement across the journey.
• Design and deliver training or presentations for the customer support team to improve service quality and customer experience.
• Keep up with CX trends and best practices in legaltech, and introduce improvements and innovations to the customer journey.
• Build management reports and dashboards with actionable insights and strategic recommendations for leadership.
• Develop and implement loyalty and retention initiatives.
• Serve as the technical and strategic link between customers and internal teams, converting voice-of-customer insights into clear action plans for Product, Marketing, and Customer Success.
• Interview internal and external customers about how they interact with the journey flows.
• Design customer journeys and regularly review service flows to identify retention-focused improvements.

Requirements

• At least 4 years of experience in Customer Experience, CS Ops, or CX Intelligence, preferably in a SaaS or technology environment.
• Proven ability to design, propose, and structure customer journeys.
• Strong technical skills to extract and analyze data from BI, analytics, or CRM tools, connecting behavioral data with business metrics.
• Solid understanding of CX and SaaS indicators such as NPS, CSAT, CES, churn rate, LTV, retention, and time-to-value.
• Excellent communication skills with the ability to engage stakeholders, influence teams, and drive delivery across Product, Engineering, and Marketing.

Nice to have

• Experience with Intercom, Notion, Figma, or Miro.
• Background in building processes from scratch, prioritizing high-impact demands, and making autonomous strategic decisions.
• Knowledge of dashboard creation.

Benefits and additional information

Compensation details were not provided.

• Meal or food allowance: BRL 1,300 per month on a flexible card, with no payroll deduction.
• Home office support: BRL 135 per month, with no payroll deduction.
• Health insurance through Bradesco, with national coverage.
• Dental plan through SulAmérica.
• Life insurance.
• Extended parental leave through the Empresa Cidadã program, including support for adoption, same-sex couples, and single-parent families.
• Childcare support for children up to 5 years old.
• Gympass/Wellhub access for fitness, classes, studios, live sessions, and wellness apps.
• Conexa Saúde access, including 2 free psychology appointments and 2 free nutrition appointments per month.
• Guapeco pet health plan with simple enrollment, nationwide coverage, and reimbursements of up to 100%.
• Discount partnerships for English and Spanish learning with OpenEnglish, Fluentia, and Instituto Cervantes, available online and in person.
• Profit sharing when the annual team target is achieved.
• Relax Week: no work on weekdays between Christmas and New Year.
• Home work setup support of BRL 2,400, in addition to a loaned notebook.
• Birthday day off during the month of your birthday.
• Recognition as a Great Place to Work company.
• Ongoing development initiatives such as feedback culture, development guilds, onboarding PDI, Aurum Talks, company-wide meetings, OKR transparency, celebration activities, performance reviews, and development programs.

Work setup

The role is 100% remote and is based in Brazil.

Who will fit well

This opportunity suits professionals who enjoy ownership, cross-functional collaboration, continuous improvement, and a transparent, people-focused culture.