Work on the development and evolution of the customer service channel journey, supporting the identification of opportunities and increasing their adoption;
Perform data, KPI and performance analyses, generating insights to support strategic decisions;
Connect information and translate business needs into practical and technological solutions;
Interact with various internal teams, including technology, product and operations teams, contributing to integrated solutions;
Lead team ceremonies using agile methodology;
Continuously monitor performance indicators of customer service channels, identifying patterns, opportunities and risks;
Conduct recurring follow-up rituals with Call Centers and Cooperatives, presenting analyses, executive narratives and business insights;
Structure regional diagnostics and direct action plans with Cooperatives, ensuring data-driven execution.

Analytical profile, with the ability to interpret data and turn information into recommendations;
Proficiency in analysis tools such as Power BI;
Proactivity, curiosity and the ability to solve complex problems;
Strong communication and negotiation skills;
Proficiency with Microsoft Office tools;
Knowledge of agile methodologies (Scrum, Kanban) and experience writing user stories, acceptance criteria and functional documentation;
Ability to conduct meetings, interviews and alignments with different stakeholder profiles.

14th and 15th fixed salaries;
Profit-sharing (according to seniority);
Health and dental plans with no co-payment;
Well-being programs with Wellhub (formerly Gympass), nutrition, psychology, occupational health, massage, running group and local gym;
Meal and food allowance – flexible percentage allocation between meal and food cards, with no co-payment;
Extended maternity and paternity leave;
Childcare or nanny allowance for children up to 6 years and 11 months;
Allowance for children with disabilities, with no age limit;
Life insurance;
Private pension plan up to 8% of salary;
Training platform – Sicredi Aprende, with a variety of courses;
40-hour workweek – using a time bank system;
Remote work allowance (except for positions that are 100% on-site).

Business Analyst – Customer Service Channels

Key skills