Monitor key engagement and customer health metrics, tracking product adoption, profitability and relationship depth, and identifying signs of disengagement and opportunities for intervention;
Develop analyses and diagnostics on churn, TPV (Total Payment Volume), profitability and the performance of engagement initiatives, converting data into actionable business insights;
Design and monitor customer retention and recovery actions, measuring impact and ROI of initiatives through tests, control groups and financial analyses;
Build and maintain forecasts for churn, TPV and profitability by cohort/vintage, supporting financial planning and strategic decision-making in partnership with FP&A;
Perform root-cause analyses of deviations versus budget, assessing impacts of pricing, product mix, activation and customer retention;
Support customer service and relationship channels with performance analyses, target tracking and automation of reports and management alerts;
Support the breakdown of targets by portfolio, channel and segment, ensuring alignment between strategy, operations and business results.

Experience integrating and applying AI solutions in a business context, with the critical capacity to evaluate, oversee and direct deliverables delivered by virtual agents and automations;
Advanced proficiency in SQL, including building complex queries with CTEs, window functions, self-joins and cohort analyses;
Experience with BigQuery and the Google Cloud Platform (GCP) ecosystem, working on extraction, manipulation and analysis of large datasets;
Advanced knowledge of Excel and/or Google Sheets for analysis, modeling and consolidation of information;
Ability to conduct end-to-end analyses, from structuring and exploring raw data to creating executive presentations and strategic recommendations for the business.

Growth and Engagement Analyst – Mid-level

Key skills