Customer Experience Analyst – Mid-level

BMG

Analyst for Banco Bmg focusing on customer retention strategies and performance indicators. Collaboration with cross-functional teams to enhance customer experience and reduce churn.

Posted 6/8/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Monitor and work alongside customer service units responsible for customer retention (cards and loans), ensuring adherence to defined strategies;
Monitor operational and performance indicators (retention rate, conversion, quality, recontact);
Identify improvement opportunities in the retention journey, addressing root causes of cancellations;
Propose, test, and monitor the effectiveness of retention strategies based on data and customer behavior;
Work collaboratively with partner areas (Product, Commercial, Operations, Quality, Training), ensuring alignment of actions;
Support the development of scripts, approaches, and guidance for service teams, focusing on retention and customer experience;
Conduct periodic performance analyses of the units and present insights and action plans;
Contribute to the continuous improvement of processes and the customer experience across service channels.

Requirements

What you’ll need

Bachelor's degree (completed);
Experience in customer service operations, preferably in retention;
Knowledge of retention strategies and churn management;
Experience analyzing operational indicators and producing diagnostic reports;
Analytical profile with the ability to translate data into practical action;
Strong communication skills and the ability to coordinate with different teams;
Organized and able to manage multiple priorities simultaneously;

Benefits

Comp & perks

Employer-paid health plan (no monthly fee) + Telemedicine;
Employer-paid dental plan (no monthly fee);
Meal and food vouchers;
Life insurance;
Funeral assistance;
Private pension (retirement plan);
Competitive annual variable compensation (bonus);
PPR - Profit Sharing Program (performance-based bonus);
Único Skill (free educational benefit);
Bike parking and locker rooms;
Childcare assistance;
Internet allowance;
Wellness programs;
On-site health clinic;
Support program for expectant mothers;
Extended maternity and paternity leave;
Copay exemption for expectant mothers and babies up to 1 year;
Personalized baby kit;
Dr. BMG – Telepsychology + Telemedicine + Nutritionist + Nurse and Physical Trainer, extended to dependents;
PAP - Financial, legal and psychological counseling program;
Gympass/Wellhub - Discounts on gym memberships;
Pharmacy discounts;
Fresh fruit every day;
Birthday day off;
Flexible dress code;
Hybrid work model.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer service operationsretention strategieschurn managementoperational indicators analysisdiagnostic reportsdata analysisperformance analysisprocess improvementcustomer experience enhancement

Soft Skills

strong communicationteam coordinationorganizational skillsmulti-priority managementanalytical thinking

Certifications

Bachelor's degree