Customer Ops Analyst – Mid-level

Efí Bank

Working as Analista de Customer Ops Pleno at Efí Bank, responsible for enhancing customer experience through data analysis and operational improvements.

Posted 6/15/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Conduct in-depth investigations, identifying root causes and recurring patterns;
Anticipate operational risks and issues that may affect the customer experience;
Review and map operational and customer experience journeys, identifying friction points;
Propose improvements supported by technical and analytical evidence;
Lead analyses, forums, and rituals with moderate autonomy;
Translate data into clear, concise, and actionable narratives;
Support decision-making based on structured analyses;
Coordinate interactions between teams and partner areas, ensuring alignment and execution.

Requirements

What you’ll need

Bachelor's degree in Business Administration, Marketing, or related fields;
Previous experience in Customer Experience, Customer Operations, Operations, or analytical areas;
Experience with data analysis and deriving insights (e.g., Excel, SQL, BI);
Strong analytical skills and structured reasoning;
Clear, business-oriented communication skills;
Ability to prioritize and work autonomously;
Collaborative profile with strong cross-functional coordination;
Experience in fintechs or digital banks;
Familiarity with customer service metrics (SLA, FCR, AHT);
Knowledge of continuous improvement methodologies (Lean, Six Sigma, etc.);
Experience with CRM and customer service tools (e.g., Salesforce).

Benefits

Comp & perks

Reduced 32-hour workweek: 32 hours per week for employees with time tracking;
Co-payment health plan for employees and dependents;
Clude Saúde: online medical care and other health solutions;
Co-payment dental plan for employees and dependents;
Meal and food allowance on the Eva Card flexible benefits card, with an average value of BRL 1,600.00 per month;
Wellhub: corporate platform for physical activity focused on quality of life and well-being, providing access to partner gyms and studios for employees and dependents;
Home-office allowance of BRL 140.00 per month;
Work infrastructure provided;
Birthday day off;
Corporate University;
Tuition assistance for employees and dependents, according to company policy;
Language course subsidy for employees, according to company policy;
Extended maternity leave of 7 months and extended paternity leave of 30 days, also covering adoptive parents;
Life insurance;
Emotional health program and discounted psychological care for employees and dependents through the Moodar platform;
Benefits Club with exclusive discounts and partnerships for Efí employees.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisExcelSQLbusiness intelligencecontinuous improvement methodologiesLeanSix Sigma

Soft Skills

analytical skillsstructured reasoningbusiness-oriented communicationprioritizationautonomycollaborationcross-functional coordination