Senior Customer Experience Analyst

Overview Senior Customer Experience Analyst - Product Focus The CX Journey Analyst is the living bridge between customer experience and the product lifecycle within a squad. Their role is to identify gaps, translate feedback into actionable decisions, and ensure that every evolution of the journey is designed with the customer at the center, creating real impact for the business. This professional combines critical analysis, structured listening, logical reasoning, and consultative influence. They don't just point out problems — they actively contribute to building and validating solutions alongside the squad. Main responsibilities Analyze feedback, VoC data, and journey indicators to identify customers\' real pain points. Deliver structured analyses to squads, with clear hypotheses and improvement suggestions. Actively participate in squad rituals (plannings, weeklies, reviews) as the voice of customer experience. Map disruptions in critical flows and propose feasible solutions based on impact and effort. Collaborate with teams such as Help Design, Customer Support, Product, and Engineering to unfold improvements. Measure the impact of changes using Problem Rate, Effort, CSAT, NPS, and First Contact Resolution. Support backlog prioritization with data-driven insights and challenges aligned with the squad\'s context Requirements Practical knowledge of SQL (JOIN, GROUP BY, filters, basic calculations). Experience with BI tools (Looker, QlikSense, or similar). Analytical skills to work with both quantitative and qualitative data. Structured thinking to propose journey improvements. Clear, concise, and objective written communication. Collaborative profile, with the ability to work across networks and multiple stakeholders. Familiarity with digital products and squad-based environments Differentials Experience with CX frameworks (NPS, PR, Effort, First Contact Resolution). Previous experience in Product, Customer Journey, Customer Service, or Continuous Improvement. Knowledge of tools such as internal GPTs, Notion, Figma, etc Benefits Health and dental insurance with no co-pay; Life insurance; Flexible Meal Benefit - Flash card; TotalPass (wellness and fitness program); Home office allowance - monthly deposit via the RecargaPay app for personal use; Incentive through education and language learning platforms; Work from anywhere - your office is wherever you are. Diversity & Inclusion Diversity is part of our DNA, and we are constantly striving for greater representation and progress. We believe our employees should be true to themselves, and that\'s what makes them unique in their roles—regardless of gender, religion, disability, LGBTQI+ identity, ethnicity, generation, or diverse experiences. We\'re looking for authentic, free individuals to co-create a more inclusive and innovative company and society. Does that resonate with you? Use of Your Data By submitting a résumé with personal and professional information to participate in RecargaPay\'s recruitment and selection process, the candidate acknowledges that their data will be used for necessary analysis and validation throughout the recruitment process and for potential hiring. The candidate also authorizes RecargaPay to share their résumé data with other companies within the RecargaPay group should opportunities aligned with their profile arise. In compliance with Law 13.709/18 - the Brazilian General Data Protection Law (LGPD), candidates may request the update, correction, or modification of their information during the recruitment and selection process or request that their data not be used, in accordance with applicable legal terms. Seniority level Mid-Senior level Employment type Full-time Job function Other Industries IT Services and IT Consulting #J-18808-Ljbffr