CUSTOMER EXPERIENCE ANALYST I | CUSTOMER CARE II MG
Core
Analyze customer data to identify patterns and risks, map and improve global customer journey processes, and build scalable frameworks to drive customer success.
Role type
Senior Customer Experience Analyst (Data & Process Improvement)
Builds
Customer success playbooks, process improvement frameworks, and data-driven insights for global operations.
Domain
Fintech / Digital Banking / Customer Experience
Deliverable
dashboards & analysis
Required skills
SQL, Power BI, Tableau, Excel, Lean, Six Sigma, Agile, AI coding tools (Cursor), data analysis, process mapping, stakeholder influence
Preferred skills
Experience in global companies
Technologies
SQL, Power BI, Tableau, Excel, Cursor
Responsibilities
Analyze customer base data to identify patterns, risks, and opportunities; Map and improve customer journey processes using Lean, Six Sigma, and Agile; Build and track engagement metrics (NPS, Transbordo, Rechamada); Act consultatively with product, technology, and operations teams; Develop scalable playbooks and frameworks; Automate manual processes.
Seniority
Mid-Senior, hands-on IC
