Senior Customer Experience Analyst - Product Focus

RecargaPay Cx Journey Analyst

Come make an impact on millions of Brazilians! Want to make a real difference in the lives of millions? At RecargaPay, we build accessible and innovative financial solutions that transform the way people interact with money. Join us on this journey of impact and innovation, connecting people with opportunities that truly improve their everyday lives.

Our purpose is to deliver the best mobile payment experience for Brazilians, solving real problems with smart solutions like Pix Parcelado, always staying ahead of trends and focused on our customers' needs. Here, we value collaboration, ownership, and a relentless drive for resultsdelivering excellence in every interaction. If you're looking to be part of a dynamic environment that challenges the status quo and puts people at the heart of every decision, RecargaPay is the perfect place for you to grow, co-create, and make a meaningful impact! The CX Journey Analyst is the living bridge between customer experience and the product lifecycle within a squad. Their role is to identify gaps, translate feedback into actionable decisions, and ensure that every evolution of the journey is designed with the customer at the center, creating real impact for the business.

This professional combines critical analysis, structured listening, logical reasoning, and consultative influence. They don't just point out problemsthey actively contribute to building and validating solutions alongside the squad.

Main responsibilities :

• Analyze feedback, VoC data, and journey indicators to identify customers' real pain points.
• Deliver structured analyses to squads, with clear hypotheses and improvement suggestions.
• Actively participate in squad rituals (plannings, weeklies, reviews) as the voice of customer experience.
• Map disruptions in critical flows and propose feasible solutions based on impact and effort.
• Collaborate with teams such as Help Design, Customer Support, Product, and Engineering to unfold improvements.
• Measure the impact of changes using Problem Rate, Effort, CSAT, NPS, and First Contact Resolution.
• Support backlog prioritization with data-driven insights and challenges aligned with the squad's context.