Senior Analyst, Customer Experience and Dispute Processes

Description

Job Summary: The professional will analyze and continuously improve the dispute journey, identifying root causes and proposing solutions to optimize processes and enhance customer experience. Key Highlights: 1. Focus on continuous improvement of processes and customer experience. 2. Data analysis to identify root causes and propose solutions. 3. Collaboration in developing automations and action plans. **Business Unit:** Sem Parar Empresas **Work Location:** Pinheiros, São Paulo/SP. **Work Model:** Hybrid 2x3 (office attendance twice per week) **Mission of the team you will join:** Ensure an efficient, customer-centric dispute journey through data analysis, automation, and continuous process improvement—reducing friction and recurrence. **Objectives of the role you will assume:** Analyze the dispute journey, identify root causes, and propose improvements to processes and automations—supporting strategic decision-making and enhancing operational efficiency and customer experience. **Responsibilities and Duties** * Analyze the customer journey, identifying improvement opportunities and root causes of issues. * Conduct studies and diagnostics based on quantitative and qualitative dispute data. * Refine automation rules and collaborate in developing new solutions. * Implement action plans jointly with partner departments to mitigate dispute causes. * Produce reports and presentations on performance and results of improvement initiatives. * Lead continuous improvement of internal processes, consistently optimizing the customer journey. * Monitor and ensure the effectiveness of implemented actions and automations. **Requirements and Qualifications** **Essential qualifications:** * Completed undergraduate degree, preferably in Administration, Marketing, Economics, Engineering, Statistics, Information Technology, or related fields. * Experience in analyzing and improving operational processes. * Knowledge of KPI interpretation and operational data analysis (SLA, TMS, etc.). * Proficiency in Excel and SQL. * Experience with tools for analyzing large volumes of data (Power BI, Databricks). **Not mandatory but highly desirable:** * Postgraduate degree or specialization in the fields mentioned above. * Certification in continuous improvement methodologies (Lean, Six Sigma Green Belt or Black Belt). * Familiarity with agile project management (Scrum, Kanban). **Additional Information** **Here’s what we offer:** * VA/VR—your choice. We offer two options: VA for supermarket use, VR for daily restaurant use; * Sulamérica Health Insurance; * Dental Insurance; * Wellhub (formerly Gympass)*; * PLR (Profit and Results Sharing, per current policy); * Telemedicine: access online video consultations with doctors available 24/7, 365 days a year; * Birthday day-off; * Company anniversary day-off; * Complimentary Sem Parar Essencial monthly subscription; * Life Insurance; * Pregnancy support program and extended paternity leave; * Up to 20% discount at educational institutions for postgraduate or MBA programs; At **Sem Parar Corpay**, we are more than brands—we are an integrated urban mobility, payment solutions, and corporate benefits ecosystem. We belong to **Corpay**, a global leader in its segment, publicly traded on the NYSE and present in approximately 200 countries. Today, we have nearly 3,000 **\#Imparáveis**, operating across 13 Brazilian states. As pioneers, our history spans over two decades of innovation. **Our Ecosystem:** **Sem Parar (B2C):** We simplify everyday life with the iconic Sem Parar Tag, Sem Parar Mais Credit Card, Sem Parar Insurance (Brazil’s first daily auto insurance), SuperApp, Sem Parar Shop, Condominium Services, Parking, Drive-Thru, and much more! **Sem Parar Empresas (B2B):** With over 25 years in the market, we provide Vehicle Management (Fuel Card, CTF Fueling, Toll Voucher, Freight Management, and Partnerships) and Benefits Management—offering portfolios in Essentials, Productivity, and Well-being. **Zapay:** Born to simplify life for vehicle owners. Our mission is to streamline routines and reduce everyday barriers by delivering digital, agile solutions for vehicle-related payments. **Gringo:** We’re drivers’ best friends! We exist to resolve vehicle-related matters without bureaucracy—supporting drivers with practical services and rich insights into the automotive market. Being here means understanding that we constantly broaden horizons and strive to **create beyond limits**. Still curious about us? Follow our official profiles and learn more about our **\#JeitoSemParar**! Instagram \- @sempararcorpay: click and follow! TikTok \- @sempararcorpay: click and follow! Careers Page: click here!