Customer Excellence Senior Analyst - Bogotá (Bilingual Experience)
Core
Founding member of a new Customer Experience (CX) operation in Colombia, delivering support and shaping processes for a digital bank's international expansion.
Role type
Senior Customer Excellence Analyst (Internationalization)
Builds
CX operations, support processes, and customer experience standards for a new market entry.
Domain
Fintech / Digital Banking / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer support operations, bilingual communication (Spanish + English/Portuguese/German/Italian/French), data analysis, process design, stakeholder coordination, knowledge management
Preferred skills
Knowledge base management, training coordination, CX platform experience
Technologies
CX platforms, ticketing tools, support metrics dashboards
Responsibilities
Deliver first and second level customer support across chat, email, back-office, and phone channels; Manage the CX knowledge base and training processes; Monitor CX metrics and design action plans to improve performance; Coordinate local initiatives with cross-functional teams; Ensure customer excellence processes are documented and up to date.
Seniority
Mid-level, hands-on IC