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Senior Customer Experience Analyst

1 day ago
Brazil
Full-time
Senior
Product Analyst
Product Management
Agile Figma Notion SQL Tableau
Apply Now
RecargaPay

RecargaPay

RecargaPay is a fintech company offering essential financial services through an app, simplifying bill payments, Pix transfers, mobile recharges, and transportation card top-ups for users.

Capital Markets
251-1K
Founded 2010
$135M raised
View All Jobs 11

Description

  • Analyze Voice of Customer signals from NPS, CSAT, CES, research, support interactions, bugs, and Help Center data to identify improvement opportunities.
  • Conduct quantitative and qualitative diagnostics to uncover pain points, friction points, root causes, and recurring issues across customer journeys.
  • Consolidate customer insights into actionable recommendations for features, flows, and experience improvements.
  • Lead end-to-end journey improvement initiatives with Product, Engineering, Customer Support, Operations, and other stakeholders.
  • Define action plans, ownership, follow-up cadence, and measurement criteria for prioritized initiatives.
  • Monitor KPIs and validate the impact of implemented improvements over time.
  • Participate in squad rituals and represent the customer perspective in product decisions.
  • Influence backlog prioritization based on experience and business impact.
  • Map risks, dependencies, and cross-squad impacts, and support executive alignment to unblock priority initiatives.
  • Track behavioral, operational, and business metrics to drive corrective actions and continuous improvement.

Requirements

  • Experience in Customer Experience, Journey Management, Product, Continuous Improvement, or a related area.
  • Experience managing cross-functional initiatives and working in squad-based environments.
  • Ability to turn Voice of Customer insights into structured action plans and executable initiatives.
  • Practical SQL knowledge, including JOIN, GROUP BY, filters, and basic calculations.
  • Experience with BI tools such as Tableau, QlikSense, or similar.
  • Knowledge of CX metrics and digital business KPIs.
  • Experience across digital journeys, human support, bots, and self-service channels.
  • Strong analytical skills for working with quantitative and qualitative data.
  • Ability to prioritize, negotiate, influence, and manage stakeholders.
  • Clear, structured, and objective executive communication.
  • Systemic thinking with a focus on business and customer experience impact.
  • Familiarity with digital products, problem-solving, and agile methodologies.
  • Preferred: familiarity with CX frameworks such as NPS, CES, CSAT, FCR, and Contact Rate.
  • Preferred: background in Product Discovery, Service Design, or Program Management.
  • Preferred: experience with internal GPTs, Notion, Figma, and VOC platforms.
  • Preferred: experience in high-scale digital and omnichannel operations.
  • Preferred: practical familiarity with financial domains such as lending, payments, credit cards, open finance, fraud prevention, merchant acquiring, or investment services.
  • Preferred: experience translating compliance requirements such as KYC/AML, PCI-DSS, and GDPR into resilient, user-friendly systems.

Benefits

  • Competitive and market-aligned salary.
  • Remote work from anywhere.
  • Home office allowance via a monthly deposit in the RecargaPay app.
  • Health and dental plans with no co-pay.
  • Life insurance.
  • Flexible meal allowance via Flash.
  • TotalPass membership for health and fitness support.

Interested in this position?

Apply directly on the company website

Apply Now

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