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 o

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