💼 About This Role

You'll coordinate and evolve digital channels, focusing on WhatsApp customer experience and AI-driven insights. You'll drive key metrics like NPS and resolutividade, while integrating with Tech, CX, and Service teams.

🎯 What You'll Do

• Monitor and improve NPS, resolutividade, TMA, and CTS indicators
• Generate insights from data and customer conversation analysis
• Evolve AI performance in the channel (flows, intents, response quality)
• Propose new journeys and features (Pix, sales, services)

📋 Requirements

• Experience managing WhatsApp channel
• Strong background in customer experience
• Experience with financial products (loans, accounts, cards)
• Data-driven decision making using indicators

✨ Nice to Have

• Experience with digital channels in banking
• Familiarity with A/B testing and rollouts
• Knowledge of governance and quality processes

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical Assessment· 1 hour