Customer Success / Analytics Specialist

Description

**Company Description** Serasa Experian is Brazil's first and largest Datatech company. As a leader in intelligence solutions for risk and opportunity analysis—with focus on credit, authentication, and fraud prevention journeys—it leverages cutting-edge technology, innovation, and top talent to transform risk uncertainty into optimal decisions, helping individuals achieve their dreams and enabling businesses of all sizes and sectors to thrive. We have 22\.000 people operating across 32 countries, and every day we invest in new technologies, talented professionals, and innovation to help all customers maximize every opportunity. With its corporate headquarters in Dublin, Ireland, Experian is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100\. **Job Description** You will be responsible for designing, evolving, and maintaining data governance processes applied to Customer Success, with a focus on developing, monitoring, and continuously improving the Customer Health Score—ensuring that performance and behavioral data are reliable, actionable, and effectively guide strategic decision-making. The professional will orchestrate business, data, and technology teams, ensuring information quality, conceptual alignment of KPIs, and application of data governance best practices to maximize impact on customer retention, satisfaction, and portfolio performance. **Qualifications** **What we’re looking for in you:** * Experience in Customer Success, Analytics, Business Analytics, or related fields. * Strong analytical capability combined with business acumen. * Practical experience with Health Scores, customer performance indicators, and behavioral metrics. * Experience with data analysis tools (advanced Excel/Sheets; SQL is desirable). * Experience with BI tools (Power BI, Looker, Tableau, or similar). * Ability to independently structure problems and define solutions. * Experience managing stakeholders and influencing across different organizational levels. * Ability to translate data into strategic drivers. **Your key responsibilities will include:** * Serving as the central point of contact between Customer Success, Sales, Product, Data, Technology, and other business areas. * Facilitating conceptual alignment on metrics, KPIs, and data interpretations. * Supporting teams in correctly interpreting KPIs and leveraging insights for decision-making and action planning. * Developing business-oriented dashboards, reports, and executive analyses. * Translating analytical insights into clear, concise, and actionable narratives for both technical and non-technical audiences. * Supporting review forums, steering committees, and leadership teams with reliable data and strategic insights. * Designing and sustaining Customer Success data governance and KPI processes. * Mapping data sources, business rules, data flows, and dependencies used in core KPIs. * Ensuring data quality, reliability, integrity, and traceability—reducing rework and cross-functional discrepancies. * Defining and monitoring data controls, validations, and best usage practices. * Designing, evolving, and maintaining the Customer Health Score—including defining rules, variables, criteria, and metrics aligned with business strategy. * Continuously monitoring portfolio health, behavioral, and performance indicators to identify risks, trends, and opportunities. * Conducting exploratory and diagnostic analyses to support decisions regarding churn, retention, expansion, and customer prioritization. * Ensuring methodological evolution of the Health Score—maintaining consistency, comparability, and relevance over time. **Additional Information** Serasa Experian is much more than you imagine. Driven by our purpose—to create a better future by expanding opportunities for people and businesses—we are over 4,000 people in Brazil working across diverse teams and specialties. Here, knowledge and diversity complement each other, allowing you to work in what you love most. We are committed to building an inclusive culture and an environment where people can balance their careers with personal commitments and interests—prioritizing well-being. We are deeply dedicated to being one of the best and most innovative companies to work for in the country—enabling incredible experiences and careers for our people. Our strong “people-first” approach is externally recognized through numerous market certifications: we’ve been awarded by Great Place To Work™ in 24 countries and received the international Top Employers certification, recognized as one of the best employers for young professionals, and maintain a 4.6 rating on Glassdoor. Each recognition confirms we’re on the right path—delivering an ever-better workplace for our talent. Experian Careers \- Creating a better tomorrow together Find out what it’s like to work for Experian by clicking here