Analista Semi Senior - Experience Improvement CX - Mercado Pago
Core
Identify root causes of user friction, analyze experience metrics (contact rate, NPS), and co-create solutions to improve customer experience across products and services.
Role type
Semi-senior Customer Experience Analyst
Builds
Continuous improvement initiatives and solutions for user contact problems
Domain
Fintech / Customer Experience
Deliverable
dashboards & analysis
Required skills
Analytical reasoning, Problem-solving, Data analysis, Stakeholder management, Project management
Preferred skills
SQL, Tableau, Spanish (intermediate), Advanced Office/Google Suite
Technologies
SQL, Tableau, Google Workspace, Office
Responsibilities
Identify opportunities to reduce user friction in processes and services; Track user experience metrics and business variables; Present findings and formulate recommendations for performance improvement; Quantify friction points and co-create solutions; Interact with Product, UX, and Business teams to implement initiatives.
