[Hiring] Senior Customer Experience Analyst @RecargaPay

Role Description

The Senior Customer Experience Analyst is responsible for transforming Voice of Customer signals into structured journey improvement initiatives, working end-to-end alongside multidisciplinary squads. This professional connects data, customer behavior, operations, and product strategy to identify relevant experience breakdowns and lead initiatives that generate real impact on CX and business metrics. Their role goes beyond analysis: they conduct continuous discovery, influence prioritization, coordinate stakeholders, monitor initiative execution, and ensure impact validation after implementation. The role requires strong analytical skills, systemic thinking, cross-functional influence, project management capabilities, and the ability to transform complex feedback into concrete and scalable improvements.

Responsibilities

• Voice of Customer Management & Continuous Discovery
  • Analyze Voice of Customer inputs from NPS, CSAT, CES, exploratory research, customer support interactions, critical channels, bugs, and Help Center access data to identify opportunities for experience and product maturity improvements.
  • Conduct experience analyses and diagnostics through quantitative and qualitative discovery to identify pain points, friction, and relevant opportunities.
  • Consolidate and structure actionable insights related to customer journeys, features, and critical experience flows.
  • Identify root causes of recurring problems and their impacts on customer experience, operations, and business metrics.
• Experience Initiatives & Project Management
  • Lead end-to-end journey improvement initiatives by coordinating Product, Engineering, Customer Support, Operations, and other stakeholders through delivery and impact validation.
  • Transform Voice of Customer insights into prioritized initiatives with action plans, ownership definition, follow-up, and results measurement.
  • Act as the owner of experience evolution within the assigned journeys, ensuring continuous monitoring of KPIs and iterative improvement of implemented solutions.
  • Structure rationale around impact, effort, risk, and expected value to support data-driven decision-making.
  • Map risks, dependencies, and cross-squad impacts, promoting executive alignment to unblock priority initiatives.
  • Ensure follow-up and governance of the experience initiatives roadmap, providing visibility into status, expected impact, and result evolution.
• Strategic Partnership with Squads
  • Actively participate in squad rituals (planning sessions, working sessions, and retrospectives), representing the customer perspective in product decisions.
  • Influence and drive backlog prioritization based on experience and business impact.
  • Translate analyses and feedback into clear hypotheses, strategic recommendations, and actionable guidance for squads.
  • Connect Product, CX Product, Customer Support, Help Design, and Operations to ensure integrated journey evolution.
• Experience Governance & Continuous Improvement
  • Monitor behavioral metrics that impact CX, identifying deviations and driving corrective actions to reduce impacts on churn, TPV, contacts, CSAT, and other strategic indicators.
  • Monitor the impact of implemented improvements using experience metrics, self-service adoption, operational efficiency, and business KPIs.
  • Ensure that journey learnings are translated into structured improvements in self-service, operational communication, and customer experience.
  • Understand bugs and operational failures as part of the customer experience, tracking their evolution with squads until effective improvement validation.
• Experience & Business Impact
  • Improvement in NPS, CSAT, CES, and other experience metrics within the journeys directly supported.
  • Reduction in effort, contact rate, customer contacts, and recurrence in prioritized flows.
  • Increase in self-service retention and reduction of operational dependency.
  • Positive impact on business metrics such as churn, TPV, DC, retention, and operational efficiency.
  • Problems solved before becoming critical bottlenecks.
• Influence & Collaboration
  • Meaningful participation in squad decisions.
  • Ability to generate strategic direction based on Voice of Customer insights.
  • Effective influence over prioritization of improvements and journey evolution.
  • Active collaboration in sharing learnings, standardizing practices, and evolving frameworks.

Qualifications

• Experience in Customer Experience, Journey Management, Product, Continuous Improvement, or related areas.
• Experience managing cross-functional initiatives and working in squad environments.
• Ability to transform Voice of Customer insights into structured action plans and executable initiatives.
• Practical SQL knowledge (JOIN, GROUP BY, filters, and basic calculations).
• Experience with BI tools (Tableau, QlikSense, or similar).
• Knowledge of CX metrics and digital business KPIs.
• Cross-channel experience: digital journeys, human support, bots, and self-service.
• Strong analytical skills to work with quantitative and qualitative data.
• Ability to prioritize, negotiate, influence, and manage stakeholders.
• Clear, structured, and objective executive communication.
• Systemic thinking and orientation toward business and customer experience impact.
• Familiarity with digital products, problem-solving, and agile methodologies.

Requirements

• Experience with CX frameworks (NPS, CES, CSAT, FCR, Contact Rate).
• Background in Product Discovery, Service Design, or Program Management.
• Knowledge of tools such as internal GPTs, Notion, Figma, and VOC platforms.
• Experience in high-scale digital and omnichannel operation environments.

Benefits

• Competitive and market-aligned salary.
• Remote work — wherever you are, you’re part of the team!
• Home office allowance through a monthly deposit in the RecargaPay app.
• Health and dental plans with no co-pay.
• Life insurance.
• Flexible meal allowance (via Flash).
• TotalPass membership to take care of your health.

Company Description

At RecargaPay, we’re on a mission to deliver the best payment experience for Brazilian consumers and small businesses, by building a powerful digital ecosystem where the banked and unbanked connect, and where consumers and merchants have a one-stop shop for all their financial needs. We serve over 10 million users and process more than USD 4 billion annually. We’ve been profitable since 2022 and operate our own credit business. We are an AI-first, 100% remote team, scaling in the rapidly changing Brazilian financial market.