Senior Process Engineering Analyst - Customer Service

Description

Job Summary: Lead customer service supervision, transforming customer needs into product and process evolution by leveraging engineering, data, and AI to enhance customer journeys. Key Highlights: 1. Focus on customer experience and continuous process improvement. 2. Use of data analytics, AI, and engineering for innovation. 3. Team collaboration to transform and evolve products. This opportunity is for the BUPJ Customer Service Supervision team at Itaú, a team dedicated to giving customers a voice and turning their needs into tangible improvements in products, journeys, and processes. Here, we work side-by-side with business communities, constantly pursuing excellence in customer experience. It is part of our routine to combine process engineering, data analytics, and artificial intelligence to deeply understand customer pain points and generate solutions that truly make a difference in customer journeys. **Responsibilities and Duties** * Conduct structured analyses and studies to identify process improvement opportunities. * Map processes and design customer-centric journeys. * Propose process improvement actions focused on the customer perspective. * Monitor and implement proposed actions in collaboration with relevant departments. * Track KPIs for effectiveness, ensuring continuous result monitoring. * Structure presentations to facilitate communication and showcase area results. * Conduct visits to customer service centers, when necessary, to identify improvement opportunities and problems. **Requirements and Qualifications** * Collaboration and teamwork. * Clear and effective verbal communication. * Continuous learning about the digital environment and emerging trends. * Performance focus and constant pursuit of efficiency. * Customer focus, with an experience-oriented mindset. * Constructive indignation, proactively driving continuous improvement. * Motivation to learn new things and continuously evolve. * Organization and discipline in task management. * Proactivity in identifying and leading solutions. * Mature and empathetic interpersonal relationships. * Resilience and flexibility to handle change. * Simplicity in communication and problem solving. * Project management, supporting planning, timeline tracking, deliverables, and stakeholder engagement. * Data analysis to support decisions, identify opportunities, and generate insights. * Process mapping focused on efficiency, standardization, and continuous improvement. * Process improvement supported by artificial intelligence and automation. * Completed undergraduate degree. * Excel: used for data analysis, information processing, KPI tracking, and decision support. * PowerPoint: used for executive presentations, results consolidation, data storytelling, and stakeholder communication. **Additional Information** **Benefits:** * Meal Voucher * Transportation Voucher * Food Voucher * Daycare Assistance * Medical Assistance * Dental Assistance * Life Insurance * Private Pension * Gym and Totalpass partnership * University partnership (Drogasil and Droga Raia) * Visits, reservations, and accommodation at Itaú Unibanco Club (Guarapiranga, Itanhaém, and São Sebastião) * Discounts and benefits with various partners across Brazil and Latin America * Fique OK Program * Corporate University * Discounts on financial products and services We are undergoing constant transformation and hope you’ll help us on this journey! \#vemproItaú Itaú will use the provided data for recruitment purposes, including placement in job databases hosted on third-party platforms. If you wish to object to this use or exercise any of your rights, please contact us through the channels available in Itaú Unibanco’s Candidate Privacy Policy ( https://www.itau.com.br/privacidade/candidatos/). Acceptance is not required; this is merely a notification. **\#VemProItaú \#VemSerItuber** We are the **largest private bank in Brazil** by market value and the **most valuable brand in Brazil**, valued at **R$ 46.9 billion**, according to the Interbrand 2024 ranking. We are also the company that most **develops careers in Brazil**, as recognized by LinkedIn Top Companies for seven consecutive years, and have received the award for **Best Internship Programs 2024** from CIEE. With the broadest product portfolio in the sector nationwide and through our brands and commercial partnerships, we offer a wide range of career opportunities across diverse specialization areas — all guided by a powerful purpose: **delighting our customers by delivering exactly what they need, precisely when they need it!** Today, we have a team of over 90,000 employees (the itubers) spread across Brazil and abroad, operating in 18 countries.