banco BV

Customer Experience Analyst – Senior

banco BV

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Senior

About the role

  • Map and redesign end-to-end customer journeys across the entire lifecycle.
  • Identify frictions, opportunities and moments of truth within customer journeys.
  • Work on upstream product activities to drive builds and launches centered on customer needs and improved experiences.
  • Conduct analyses of relational NPS and customer feedback, turning insights into action plans.
  • Collaborate with product teams, engineering and agile squads to ensure experience improvements are prioritized on the roadmap.
  • Ensure journeys align with a multichannel experience strategy, emphasizing digital self‑service and mobile app use.
  • Define and monitor customer experience metrics across journeys.
  • Develop strategic, data-driven recommendations based on customer feedback.
  • Support the advancement of Customer Experience maturity across the organization.

Requirements

  • Experience in customer journey mapping and management (Customer Journey Mapping).
  • Familiarity with experience metrics, especially NPS, CSAT and CES.
  • Experience working closely with product teams and agile squads.
  • Strong analytical ability to convert experience data into actionable insights.
  • Background in service design, CX or digital experience.
  • Experience in financial institutions or fintechs.
  • Knowledge of digital self‑service strategies and digital channels.
  • Experience with Design Thinking or Service Design methodologies.
  • Experience in customer-centric digital transformation.
Benefits
  • Recognition as a top financial institution to work for
  • Commitment to equity
  • Culture of diversity and inclusion
  • Successful partnerships
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer journey mappingexperience metricsNPSCSATCESservice designCXdigital experienceDesign Thinkingcustomer-centric digital transformation
Soft Skills
analytical abilitycollaborationstrategic recommendations