banco BV

Customer Support

• Map the customer lifecycle and omnichannel journeys (as-is and to-be), identifying friction points, improvement opportunities, and critical touchpoints.
• Collaborate with Product Owners, the Martech squad, and Engineering to prioritize real-time customer experience solutions.
• Define, monitor, and analyze satisfaction and engagement metrics, including NPS, CSAT, CES, conversion, open rates, churn, and retention.
• Turn data into actionable plans.
• Conduct usability testing, quantitative and qualitative research, ongoing customer discovery, and market benchmarking.
• Gather customer insights to influence the product and Martech tools roadmap.
• Ensure consistency in tone of voice, contact rules, and communication cadence across email, SMS, push notifications, WhatsApp, and notification centers.

Customer Experience and Journey Analyst – Mid-Level

General

• Develop, monitor, implement, and enhance Expected Loss parameter models, including PD, LGD, EAD, and FWL
• Work across the entire modeling lifecycle, from understanding the target population and extracting data to implementing and monitoring models
• Develop risk methodologies in compliance with Resolution 4,966 for the Wholesale Banking segment
• Conduct studies and analyses focused on the continuous enhancement of parameters and credit risk management
• Generate strategic insights through the analysis of large volumes of data
• Support the definition of product, credit, and collections strategies in partnership with various areas of the bank
• Advance credit risk concepts and parameters as strategic business drivers
• Provide technical leadership to risk teams and partner areas in identifying the best solutions for credit risk optimization
• Proactively contribute to the continuous improvement of processes

Credit Risk Modeling Specialist

Project Manager

• Support experimentation initiatives and the acceleration of Artificial Intelligence solutions, with a focus on GenAI, AI agents, and new architectures
• Contribute to high-impact projects and gain hands-on experience in an innovation-focused environment
• Develop software and experiment with AI solutions
• Create prototypes, proofs of concept (PoCs), and business case pilots based on GenAI and AI agents

Customer Experience and Journey Analyst – Mid-Level

Credit Risk Modeling Specialist

Mid-Level Project Analyst