RecargaPay
Financial Services
SeniorCustomerExperienceAnalyst
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Customer Experience Analyst at RecargaPay. Skills: Customer Experience, Journey Management, Voice of Customer, Data Analysis. Transform Voice of Customer signals. Analyze Voice of Customer inputs”
What You'll Achieve.
generate real impact on CX and business metrics; Improvement in NPS, CSAT, CES, and other experience metrics; Reduction in effort, contact rate, customer contacts, and recurrence; 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; Meaningful participation in squad decisions; Ability to generate strategic direction; Effective influence over prioritization; Active collaboration in sharing learnings
Industry & Context.
problem-solving; analytical skills; Systemic thinking; identify relevant experience breakdowns; identify pain points, friction, and relevant opportunities; Identify root causes of recurring problems
What They're Looking For.
Must Have
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, 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
Nice to Have
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, practical familiarity with one or more core financial domains such as lending, payments, credit cards, open finance, fraud prevention, merchant acquiring, or investment services, understanding of their fundamental workflows and business drivers, Experience in how these domains intersect to influence revenue, risk management, and customer satisfaction, applied this knowledge to deliver solutions such as loan-origination engines with real-time scalable payment-processing platforms integrated with core banking systems and third-party secure open-finance interfaces compliant with industry automated fraud-detection pipelines leveraging behavioral or financial reporting and reconciliation engines for regulatory compliance, ability to translate complex compliance mandates (e. g. , KYC/AML, PCI-DSS, GDPR) into resilient, high-performance systems without compromising user experience
What You'll Do.
Transform Voice of Customer signals
Analyze Voice of Customer inputs
Conduct experience analyses and diagnostics
Consolidate and structure actionable insights
Identify root causes of recurring problems
Lead end-to-end journey improvement initiatives
Transform Voice of Customer insights into prioritized initiatives
Act as owner of experience evolution
Structure rationale around impact
and cross-squad impacts
Ensure follow-up and governance of roadmap
Monitor behavioral metrics that impact CX
Monitor impact of implemented improvements
Ensure journey learnings are translated into structured improvements
Understand bugs and operational failures
How You'll Work.
Team & Collaboration
working end-to-end alongside multidisciplinary squads; coordinating Product, Engineering, Customer Support, Operations, and other stakeholders; Actively participate in squad rituals; representing the customer perspective in product decisions; Connect Product, CX Product, Customer Support, Help Design, and Operations
Communication Scope
Clear, structured, and objective executive communication; executive communication
Process & Methodology
managing cross-functional initiatives, project management capabilities, Transform Voice of Customer insights into structured action plans, ownership definition, follow-up, results measurement, action plans, governance of the experience initiatives roadmap
Full Job Description
**Come Make an Impact on Millions of Brazilians!** 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. Our goal? Deliver the best payment experience in Brazil for people and small businesses alike. We value autonomy, ownership, and a bias for action. We’re looking for people who are curious, hands-on, and driven by impact, who want to solve real problems, work with strong teams, and rethink what’s possible. **If you’re ready to do your best work, at scale, with purpose, this is your place.** ### **Responsibilities** 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. ### Voice of Customer Management & Continuous Discovery * Analyze Voice of Customer inputs from NPS, CSAT, CES, exploratory research, customer support interactions, critical channels, b
Applying for this Senior Customer Experience Analyst role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about RecargaPay?
Real rants from real employees. Read before you apply.