RecargaPay
Financial Services
SeniorCustomerExperienceAnalyst
“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
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