Operational Excellence Analyst, Mid-level

Swile

Professional optimizing customer experience through AI and process automation at Swile Brazil. Responsible for performance monitoring, cross-functional consulting, and achieving business insights.

Posted 6/22/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Map, document, and redesign customer journey flows, eliminating waste, rework, and bottlenecks.
Prioritize and implement AI and automation tools to optimize processes.
Ensure standardization of workflows and efficient integration of data across systems.
Continuously monitor customer satisfaction and loyalty (CSAT/NPS), using these indicators as a compass for performance.
Conduct root cause analyses (RCA) and predictive analyses to identify behavior patterns before they become crises.
Manage quality through audits, accuracy controls, and periodic calibrations.
Create and maintain the NPS x Processes x Owners matrix.
Act as an internal customer experience consultant, connecting Support demands with resolution teams (Product, Engineering, Finance).
Design and manage OLAs (Operational Level Agreements) with partner teams to ensure efficient issue resolution.
Use quality inputs and VoC to contribute to the development of learning paths, refreshers, and upskilling programs for teams.
Assist with technical and behavioral preparation, promoting a culture of systemic improvement rather than punitive error handling, leveraging AI and automation.

Requirements

What you’ll need

Analytical profile focused on shifting from manual auditing to automated analysis (AI).
Experience using Generative AI (Claude, Gemini, ChatGPT, or Dust).
Experience in data analysis, CX metrics (CSAT, NPS), and process redesign.
Ability to act as an internal consultant, with excellent communication skills for cross-functional negotiation.
Results-oriented with a clear understanding of the financial impact of operational failures.

Benefits

Comp & perks

💳 Highly attractive flexible benefits package via Swile card to use as you wish (meals, food, mobility, culture, education, etc.).
💸 Bonus.
🏠 Mobility allowance.
👩‍⚕️ Health and Dental plan with no copay.
💪 TotalPass (access to leading gyms and studios).
🗣️ English lessons.
💊 Pharmacy assistance.
🧠 Emotional health support (free therapy sessions with one of our partners).
💰 Swile Shop (discounts at over 1,100 stores and restaurants).

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisprocess redesignroot cause analysispredictive analysiscustomer journey mappingautomationAI implementationquality controlcustomer experience metricsoperational level agreements

Soft Skills

analytical thinkingcommunicationcross-functional negotiationresults-orientedconsultative skillsproblem-solvingcustomer-centric mindsetteam collaborationadaptabilityleadership