Process Engineering Analyst, Mid Level - Customer Service

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🕒 May 6

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Itaú Unibanco

WebsiteLinkedInAll Job Openings

10,000+ employees

🏦 Banking

💸 Finance

💳 Fintech

Banking • Finance • Fintech

Itaú Unibanco is a leading financial institution in Brazil that provides a wide range of banking services including retail banking, investment banking, and asset management. Committed to innovation and technology, Itaú Unibanco serves over 55 million clients through its extensive network of branches and digital platforms. The bank also emphasizes diversity and inclusion in its workforce, fostering a culture that values different perspectives to drive transformation and enhance customer experience.

📋 Description

• Conduct structured analyses and studies to identify and drive process improvement opportunities. • Map processes and design customer journeys from the customer’s perspective. • Propose process improvements with a focus on the customer experience. • Monitor and implement proposed actions in collaboration with the involved areas. • Track effectiveness KPIs, ensuring continuous monitoring of results. • Prepare presentations to facilitate communication and report the team’s results. • Visit customer service centers when necessary to map opportunities and identify issues.

🎯 Requirements

• Collaboration and teamwork. • Clear and effective verbal communication. • Continuous awareness of the environment and trends in the digital world. • Performance-oriented mindset with a continuous drive for efficiency. • Customer-focused, with an experience-oriented perspective. • Constructive assertiveness, proactively driving continuous improvement. • Motivation to learn new things and continuously develop. • Organization and discipline in managing tasks. • Proactivity in identifying and driving solutions. • Mature and empathetic interpersonal skills. • Resilience and flexibility to adapt to change. • Simplicity in communication and problem solving. • Project management support, including planning, deadline monitoring, deliverables, and stakeholder coordination. • Data analysis to support decision-making, identify opportunities, and generate insights. • Process mapping with a focus on efficiency, standardization, and continuous improvement. • Process improvement supported by artificial intelligence and automation. • University degree (completed). • Excel: used for data analysis, data handling, KPI monitoring, and decision support. • PowerPoint: preparation of executive presentations, consolidation of results, data storytelling, and communication with stakeholders.

🏖️ Benefits

• Meal allowance • Transportation allowance • Food allowance • Childcare assistance • Medical assistance (health insurance) • Dental assistance (dental insurance) • Life insurance • Private pension plan • Partnerships with Gympass and Totalpass • Partnership with Univers (Drogasil and Droga Raia) • Access to Itaú Unibanco Club facilities (Guarapiranga, Itanhaém, and São Sebastião) for visits, bookings and accommodation • Benefits and discounts at partner stores and service providers across Brazil and Latin America • "Fique OK" well-being program • Corporate University • Discounts on financial products and services