We are looking for a Business Analyst to join our Customer Care (Individual Products) team — a critical function supporting our customers’ daily financial activities, from purchases and ATM withdrawals to seamless access to funds. When issues arise with a debit card or account — such as declined transactions, lost cards, unexpected fees, or technical problems — customers expect prompt, clear, and empathetic support. Their trust in our company depends not only on our features, but also on how professionally and effectively we resolve their issues.
As a Business Analyst in Customer Care (Individual Products), you will oversee support for individual customers using our debit products.
This role exists to:
Become the owner of the debit products stream within the next year
Make the experience measurable: define and track key metrics (e.g., resolution time, customer satisfaction, error rates), set SLAs, and maintain high communication standards
Drive continuous improvement: identify pain points and opportunities as new debit features launch and customer needs evolve,



ensuring that processes and support keep pace
Challenges that await you:
Help improve the Customer Care experience for debit products (debit cards, savings, deposits, subscriptions, and cashback): analyze customer issues and identify opportunities to make support more efficient
Work with designers and engineers to prepare requirements for changes in agent tools and customer-facing interfaces
Support collaboration with debit product and operations teams to keep agent processes and interfaces up to date
Help define, track, and analyze support metrics such as AHT, contact rate, first contact resolution, and CSAT
Participate in identifying process inefficiencies and support improvement initiatives
Partner with product analysts to analyze release results and customer behavior
Maintain clear documentation, process descriptions, and product requirements
What makes you a great fit:
1+ year of experience as a Business

📌 Business Analyst Junior+ (México)
🏢 Plata Card
📍 México