Universo is a leading financial institution in Portugal’s consumer finance sector, serving over 1 million customers. Our mission is to transform the way families manage their finances through simple, innovative financial solutions that make a positive impact on their everyday lives.

Our clients are the stars that set our course and make our work shine.

Want to be part of our Universe?

We are looking for a Customer Experience Specialist who will be responsible for identifying, developing, and optimizing automation and self-service processes within the Contact Center, with the goal of improving the Customer Experience, increasing operational efficiency, and reducing avoidable contacts.

This role involves analyzing the customer journey and contact drivers, promoting the migration of simple and recurring interactions to automation solutions (e.g., virtual assistants, digital flows, forms, dynamic FAQs), while ensuring alignment with service processes, internal policies, and regulatory requirements.

You will be responsible for:

• Analyze Contact Center interactions (contact drivers, volumes, recurrence, and complexity) to identify opportunities for automation and self-service.
• Participate in the design, maintenance, and continuous improvement of contact center automation solutions.
• Contribute to the definition and optimization of service flows, ensuring a simple, intuitive, and effective customer experience.
• Monitor performance metrics of automation solutions (e.g., self-service containment rate, resolution, customer satisfaction, impact on inbound volumes).
• Identify gaps in the customer journey, process failures, and continuous improvement opportunities, proposing scalable solutions.
• Support testing, pilots, and rollouts of new automation processes or functionalities, in coordination with IT and operational teams.
• Document processes, decisions, and the evolution of implemented automation solutions.

If you have:

• Previous experience in a Contact Center environment (customer service, quality, processes, or continuous improvement), preferably in the financial or banking sector.
• Strong understanding of the customer journey and main contact drivers.
• Experience or interest in contact center automation, self-service, virtual assistants, or digital channels.
• Analytical skills to interpret operational data and identify efficiency and customer experience improvement opportunities.
• Ability to translate complex processes into simple and clear customer flows.
• Awareness of Customer Experience (CX), usability, and continuous improvement principles.
• Critical thinking, autonomy, and strong results orientation.
• Strong ability to collaborate effectively within multidisciplinary teams.

Additional Skills (Preferred):

• Knowledge or experience with automation and self-service platforms (e.g., chatbots, digital flows, etc.).
• Experience in analyzing contact center data (contact drivers, volumes, FCR, etc.).
• Basic knowledge of conversational flow design.
• Understanding of the regulatory framework applicable to the banking sector (preferred).

If you are:

• Proactive and curious
• Team-oriented and a clear communicator
• Organized and goal-oriented
• Reliable and ambitious

What we offer:

• Flextime and a hybrid working model, allowing you to work smarter instead of longer
• Professional growth –you will have a personalized training plan
• A diverse and inclusive working community, where working together is not only a large part of our day-to-day, but one of the most important essentials of our Universe
• Extensive senior management exposure

We aim for greatness and boldness. We want to achieve the extraordinary, bringing your full self to what you do.

If you believe you can be a part of our Universe, please submit your CV.

Diversity & Inclusion

We are committed to fostering an inclusive workplace where everyone feels respected, valued, and given equal opportunities to thrive. We believe diversity drives innovation and strengthens teams. All applications will be considered fairly and based on merit, regardless of gender, age, background, identity, or personal circumstances.

Data Privacy

Your privacy matters to us. Any personal data shared will be used solely for recruitment purposes, handled confidentially, and processed in accordance with GDPR regulations.

For more information, please contact peopleculture@universo.com.