Specialist in Planning & Performance-Customer Experience

Summary

Join RecargaPay, a company building accessible and innovative financial solutions for Brazilians, and make a real difference. As a Planning and Performance Specialist in the Customer Experience team, you will lead strategic projects, design efficient pricing models, analyze customer service profiles to boost productivity, and enhance customer experience. You will conduct benchmarking analyses, develop financial models, collaborate with various departments, explore AI and automation opportunities, and prepare executive presentations. This role requires a Bachelor’s degree in a related field, solid experience in planning and performance, strong analytical skills, advanced Excel proficiency, and a business-oriented mindset. RecargaPay offers a dynamic environment focused on impact and results. The company values collaboration, ownership, and a relentless drive for results.

Requirements

• Bachelor’s degree in Business Administration, Engineering, Economics, Statistics, or related fields
• Solid experience in planning, performance, strategy, or consulting, with a strong analytical and cost modeling background
• Proven ability to lead complex projects under tight deadlines
• Advanced proficiency in Excel / Google Sheets and familiarity with data visualization tools (such as QlikSense, Looker, Power BI, or similar)
• Business-oriented mindset focused on impact, with structured thinking and strong execution skills
• Intellectual curiosity, creativity, and a genuine interest in innovation
• High capacity for learning and adaptability in dynamic environments

Responsibilities

• Lead, with focus and agility, the project to review the pricing model applied to outsourced customer service operations, proposing approaches that drive efficiency and productivity
• Conduct studies on the current profile of customer service teams, identifying opportunities to improve the service structure and evaluate possible alternatives for operational setup
• Perform benchmarking analyses and monitor CX market trends, with a focus on companies in the financial and technology sectors
• Develop financial models and scenario simulations to support decision-making
• Work collaboratively with areas such as Finance, Procurement, Legal, and Operations to ensure the feasibility of proposed solutions
• Explore the use of artificial intelligence and automation to accelerate analyses and generate actionable insights for projects, as well as identify opportunities for AI and automation within the department
• Participate in other Planning and Performance initiatives, with flexibility and a willingness to learn and quickly adapt to new contexts
• Prepare executive presentations and supporting materials for department and company leadership

Preferred Qualifications

Experience with artificial intelligence applied to analytical processes

Benefits

• Health and dental insurance with no co-pay
• Life insurance
• Flexible Meal Benefit – Flash card
• TotalPass (wellness and fitness program)
• Home office allowance – monthly deposit via the RecargaPay app for personal use
• Educational partnerships
• Work from anywhere – your office is wherever you are