Senior Customer Experience Analyst – Ouvidoria & Regulatory Channels – Championing Root‑Cause Analysis, AI‑Powered Solutions, and Continuous Process Excellence at brighthush
About brighthush
brighthush is a trailblazing fintech that is redefining how people manage and pay for digital services. With a mission to bring transparency, speed, and trust to every transaction, we empower millions of users across the region to experience seamless, secure, and friction‑free payments. Our culture is built on curiosity, resilience, and a relentless focus on customer delight. We believe that the best ideas come from diverse perspectives, and we are committed to creating an inclusive environment where every team member can thrive.
Why Join brighthush?
At brighthush, you will be part of a high‑velocity, data‑driven organization that is constantly evolving. We invest heavily in technology, people, and processes to stay ahead of the curve. As a Senior Customer Experience Analyst in our Ouvidoria team, you will have the opportunity to shape the way we listen to our customers, uncover root causes, and turn feedback into actionable improvements. Your work will directly influence product quality, regulatory compliance, and brand reputation.
Role Overview
The Senior Customer Experience Analyst – Ouvidoria is the final line of escalation for the most sensitive customer interactions. You will manage a portfolio of cases from regulated channels such as 0800, email, RDR, Procon, and Consumidor.gov.br. Your responsibilities include deep investigation, root‑cause analysis, risk assessment, and the creation of clear, data‑driven responses. You will also collaborate cross‑functionally to resolve complex issues, identify systemic patterns, and recommend process enhancements. Generative AI tools will be your ally in synthesizing information, drafting responses, and boosting productivity.
Key Responsibilities
- Case Analysis & Root‑Cause Investigation – Thoroughly review each customer manifestation, reconstruct the full history, and pinpoint the underlying cause.
- Multi‑Channel Management – Operate across Ouvidoria 0800, email, RDR, Procon, Consumidor.gov.br, and other regulated outlets, ensuring consistent quality and compliance.
- Data‑Driven Decision Making – Leverage internal systems, knowledge bases, contracts, terms, and evidence to support your findings.
- Response Crafting – Produce personalized, conclusive, and well‑substantiated replies tailored to the channel and case complexity.
- Portfolio Ownership – Manage your own case load, meet SLA targets, and adhere to regulatory deadlines.
- Risk Identification & Escalation – Spot high‑risk, recurring, or regulatory‑exposed cases and trigger appropriate escalation pathways.
- Cross‑Functional Collaboration – Work with internal stakeholders to resolve cases that require specialized analysis, seeking solutions before escalation.
- Documentation & Traceability – Record all analyses, evidence, decisions, and actions in company systems to maintain full audit trails.
- Pattern Recognition & Process Improvement – Detect recurring issues, process gaps, and key complaint drivers; propose and support initiatives to reduce recurrence and boost operational efficiency.
- AI Integration – Employ generative AI to analyze cases, synthesize information, research, and draft or refine responses.
Essential Qualifications
- Proven experience in critical customer channels (Ouvidoria, regulated or reputation channels).
- Certification in Ouvidoria, preferably from Febraban or other recognized bodies.
- Excellent written and verbal communication skills, with the ability to produce clear, concise, and evidence‑based responses.
- Completed or in‑progress bachelor’s degree.
- Analytical mindset with the capacity to handle complex cases and multiple priorities simultaneously.
- Curiosity and openness to technology, including generative AI, to enhance analysis quality and productivity.
Preferred Qualifications
- Experience in a regulated fintech or financial services environment.
- Knowledge of Brazilian consumer protection laws and regulatory frameworks.
- Familiarity with AI tools such as GPT‑based assistants or case‑management automation.
- Previous exposure to continuous improvement methodologies (Lean, Six Sigma).
Core Competencies
- Investigative Acumen – Reconstruct case histories, cross‑check evidence, and uncover root causes with growing autonomy.
- Urgency & Deadline Management – Prioritize portfolio based on risk and deadlines without compromising quality.
- Clear Communication – Draft empathetic, well‑structured responses suitable for each channel and customer profile.
- Risk Awareness – Recognize regulatory, legal, and reputational exposure and act at the right moment.
- Ownership – Take responsibility for your portfolio and results, progressively gaining autonomy.
- Cross‑Functional Collaboration – Navigate between teams to unlock solutions, conveying context accurately.
- Systems Thinking – Identify patterns and process failures, turning complaints into improvement opportunities.
- Tech Curiosity – Seek new tools to continuously enhance analysis quality and solution delivery.
First 90 Days – Ramp & Impact
Goal: Achieve a productivity target of 21 cases per analyst per day with high quality, following the ramp schedule below. Supervisors will validate cases while autonomy grows over the weeks.
- 0–30 Days – Intensive training on products, contracts, terms, procedures, regulated channels, deadlines, and escalation flows. Week 2 begins case handling: 7 cases/day.
- 30–60 Days – Increase to 10 cases/day in week 3, 14 cases/day in week 4, 17 cases/day in week 5, and 21 cases/day from week 6 onward, maintaining quality and SLA compliance.
- 60–90 Days – Sustain 21 cases/day, fully manage your portfolio, and deliver your first data‑driven process improvement recommendation.
Career Growth & Learning Opportunities
At brighthush, we champion continuous learning. You will have access to:
- Structured onboarding and mentorship programs.
- Regular training on regulatory updates, product knowledge, and advanced analytics.
- Opportunities to lead cross‑functional improvement projects.
- Clear career pathways from Analyst to Senior Analyst, Manager, and beyond.
- Participation in hackathons, AI labs, and innovation challenges.
Work Environment & Culture
Our culture is a blend of agility, transparency, and empowerment. You will work in a fully remote setting, supported by a robust digital collaboration ecosystem. We value:
- Open communication and feedback loops.
- Data‑driven decision making.
- Inclusivity and respect for all backgrounds.
- Work‑life balance and flexible schedules.
- Recognition of achievements through performance bonuses and public shout‑outs.
Compensation & Benefits
We offer a competitive salary aligned with market standards. Additional perks include:
- Fully remote work with a home‑office stipend.
- Health and dental plans with no copay.
- Life insurance coverage.
- Flexible meal voucher via Flash.
- Access to TotalPass for health and wellness.
- Generous paid time off and holiday schedule.
- Professional development budget and conference sponsorship.
- Employee referral program with bonuses.
Diversity & Inclusion at brighthush
brighthush is committed to building a workforce that reflects the diversity of our customers. We actively promote an inclusive environment where everyone feels safe, respected, and empowered to contribute their authentic selves. We are proud to offer affirmative hiring for People with Disabilities (PcD) and provide reasonable accommodations throughout the recruitment process and on the job.
Data Privacy Statement
By submitting your application, you consent to the processing of your personal data for recruitment purposes and potential future opportunities within brighthush. You may request updates or deletion of your data at any time in accordance with LGPD (Brazilian General Data Protection Law).
Ready to Make an Impact?
If you are passionate about turning customer feedback into tangible improvements, thrive in a fast‑paced fintech environment, and are eager to leverage AI to elevate your work, we want to hear from you. Join brighthush and help us create a world where every payment experience is smooth, secure, and customer‑centric.