Customer Success / Analytics Specialist

Description

Customer Success / Analytics Specialist Full\-time Employee Status: Regular Role Type: Home Department: Legal \& Compliance Schedule: Full Time **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 our customers maximize every opportunity. With its corporate headquarters in Dublin, Ireland, Experian is listed on the London Stock Exchange (EXPN) and forms part of the FTSE 100\. **Job Description** ------------------- Responsible for structuring, evolving, and sustaining data governance processes applied to Customer Success, with emphasis on developing, monitoring, and continuously improving the Customer Health Score—ensuring performance and behavioral data are reliable, actionable, and strategically guide decision-making. The professional will orchestrate business, data, and technology teams, ensuring information quality, conceptual alignment of metrics, 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 preferred). * Experience with BI tools (Power BI, Looker, Tableau, or similar). * Ability to independently structure problems and define solutions. * Experience managing stakeholders and influencing across multiple 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, indicators, and data interpretation. * Supporting teams in correctly interpreting indicators and leveraging insights for decision-making and action plan definition. * Developing business-oriented dashboards, reports, and executive analyses. * Translating analytical findings into clear, concise, and actionable narratives for both technical and non-technical audiences. * Supporting review forums, committees, and leadership teams with reliable data and strategic insights. * Structuring and sustaining Customer Success data governance and indicator processes. * Mapping data sources, business rules, workflows, and dependencies used in core indicators. * Ensuring information quality, reliability, integrity, and traceability—reducing rework and cross-departmental discrepancies. * Defining and monitoring data usage controls, validations, and best practices. * Structuring, 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 related to churn, retention, expansion, and customer prioritization. * Ensuring methodological evolution of the Health Score—guaranteeing consistency, comparability, and relevance over time. **Additional Information** -------------------------- Serasa Experian is much more than you imagine. With a purpose to create a better future by expanding opportunities for individuals and businesses, we are over 4,000 people in Brazil working across diverse teams and specialties. Here, knowledge and diversity complement each other—you can work on 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 dedicate ourselves to being one of the best and most innovative companies to work for in the country, offering incredible experiences and careers for our people. Our strong “people-first” approach is externally recognized through numerous market certifications: we’ve been awarded Great Place To Work™ in 24 countries and hold the international Top Employers certification, in addition to being recognized as one of the best employers for young professionals and receiving a 4.6 rating on Glassdoor. Each recognition confirms we’re on the right path—creating an ever-better workplace for our talents. Experian Careers \- Creating a better tomorrow together **Job Location** ---------------- I'm interested Privacy Notice Cookies Settings