banco BV

Customer Experience Analyst – Mid-level

banco BV

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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About the role

  • 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.
Applicant Tracking System Keywords

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

Hard Skills & Tools
data analysisstatistical analysisapplied statisticsdata visualizationsentiment analysiscustomer analyticsdigital behavior dataapp analyticsexecutive storytellingAI techniques
Soft Skills
investigative mindsetsynthesis skillsstorytelling skillsstrategic insight generationproblem identification