CX Training Analyst – Onboarding

About the role

We are looking for a CX Training Analyst to join our Customer Experience Enablement team in São Paulo. You will be responsible for designing, delivering, and continuously improving onboarding training for our frontline teams, ensuring they have the knowledge, skills, and mindset to provide exceptional service.

Key responsibilities

• Deliver engaging onboarding training sessions in both English and Portuguese.
• Monitor performance through Train‑the‑Trainer (TTT) and Trainer Observation (TO) programs.
• Analyze post‑onboarding data, identify trends and pain points, and produce actionable reports.
• Partner with internal teams to resolve root‑cause issues and improve the onboarding experience.
• Maintain and update training materials, including quick guides, role‑plays, and assessments.
• Support day‑to‑day onboarding activities such as training invitations and group communications.

Required profile

• Minimum 2 years of experience in corporate education, preferably in customer experience.
• Strong understanding of adult learning methodologies and facilitation techniques.
• Bachelor’s degree in a related field (preferred).
• Fluent in English; Portuguese proficiency required.

Required skills

• Proficiency with Learning Management Systems (LMS) and digital training tools.