Cosourcing | Mid-Level Process Transformation Analyst - Focus on Transformation

At Viaflow, we connect elite talent to projects that transform the market. We are looking for a Mid-Level Process Transformation Analyst to redesign processes and customer service models in initiatives focused on Concierge and CX, balancing customer experience, operational capacity, and efficiency. If you have a systemic vision, strong analytical skills, and a passion for turning complex scenarios into clear and efficient operations, #ComeToViaflow! ✨ Identify customer needs and diagnose customer service journeys and processes. Identify root causes of failures, rework, delays, and discontinuity between channels and teams. Connect the customer experience to the activities, people, and systems that support the service. Design the future operational model with roles, responsibilities, approval limits, and interfaces. Evaluate volumes, capacity, SLAs, and routing/escalation criteria for customer service. Define metrics and support implementation, user validation, and results tracking. Experience in customer service or service improvement, journey mapping, and operational model design. Ability to analyze capacity, metrics, and service levels and translate customer experience diagnostics into viable operational changes. Additional differentials: Experience with service design, concierge structuring, specialized customer service, or insurance operations.