Increase satisfaction across key experience dimensions: app, remote support, etc.
Monitor and evolve metrics such as NPS, CSAT and CES, turning insights into actionable initiatives.
Reduce contact rate by anticipating customer pain points, improving resolution and addressing root causes.
Monitor app performance, working to reduce errors, latency and friction.
Perform analysis and diagnosis and propose action plans for the main drivers of complaints.

Experience in digital environments (fintechs, startups, mobile apps).
Culture of testing, measuring and iterating continuously.
Focus on customer satisfaction and journey improvement, reducing friction.
Analytical, data-driven profile with experience turning metrics into action plans.
Ability to influence and coordinate with multiple stakeholders.
Monitor crash rate, response time, funnel metrics and recurrence of errors.
Manage trade-offs: achieve cost efficiency without degrading the customer experience.
Work closely with Product and Tech teams, with the ability to read and interpret indicators.
Diagnose friction points, prioritize initiatives and measure impact.
Experience with SQL and AWS (Athena/Glue) is a plus.
Completed higher education.

Meal voucher
Transport voucher
Food allowance
Daycare assistance
Health insurance
Dental insurance
Life insurance
Private pension
Partnership with Gympass and Totalpass
Partnership with Univers (Drogasil and Droga Raia)
Access to visits, reservations and stays at Itaú Unibanco Club (Guarapiranga, Itanhaém and São Sebastião)
Discounts and benefits at partner stores and service providers across Brazil and Latin America
"Fique OK" program
Corporate University
Discounts on financial products and services

Senior Digital Business Analyst

Key skills