Customer Service Agent providing exceptional support via chat and calls in English and Spanish. Requires previous experience and strong communication skills in a collaborative environment.
About the role
- Analista de Customer Experience Pleno buscando insights a partir de dados para evoluir jornadas. Atuando em um dos maiores bancos privados do Brasil, reconhecido pela excelência no trabalho.
Responsibilities
- Conduct analyses and studies of customer experience, identifying patterns and the root causes of major pain points.
- Work with data from multiple sources (surveys, customer journeys, support channels, digital navigation and self‑service).
- Build statistical analyses and in‑depth diagnostics to support business decisions.
- Develop executive storytelling, transforming complex data into clear, actionable insights.
- Support the organization in understanding customers’ Jobs to Be Done based on behavioral data and app usage.
- Use AI and sentiment analysis techniques to identify perceptions and trends in the voice of the customer.
- Integrate experience data from diverse support and self‑service channels to generate holistic journey views.
- Support CX, product and business teams with data‑driven strategic insights.
Requirements
- Experience with data analysis applied to customer experience.
- Knowledge of analytics and applied statistics for customer journeys.
- Experience with data analysis and visualization tools.
- Ability to convert data into strategic insights and executive narratives.
- Investigative mindset focused on identifying root causes of problems.
- Intermediate to advanced synthesis and storytelling skills.
- Differentials: Experience with Customer Analytics or Voice of Customer programs.
- Experience with digital behavior data and app analytics ("job to be done").
- Familiarity with AI applied to customer experience analysis.
Benefits
- BV intentionally works to accelerate equity and representation in the financial market, respecting and supporting diversity in all its plurality and intersectionality, and promoting positive social transformation.
Job title
Job type
Experience level
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Not specified
Degree requirement
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