Mercia Sousa
@merciasousa
Data-driven customer experience and project leader with proven impact in fintech product launches.
BrazilWhat I'm looking for
I am a data-driven customer experience professional and project leader with over three years at Nubank, advancing from analyst roles to leading teams and strategic initiatives. I specialize in data analysis for process improvement and CX performance, having contributed to high-impact projects such as Crypto launches, Nucoin, Misplaced Jobs and other digital solutions.
I thrive in dynamic, collaborative environments and focus on reducing costs and improving customer satisfaction through workflow optimization and strategic thinking. I am pursuing further training in Economics and Product Management to consolidate expertise at the intersection of data, customer experience, and strategic management.
Experience
Work history, roles, and key accomplishments
NULed analytics and people management for CX strategic initiatives, delivering data-driven insights for projects including Crypto launches, Nucoin, and digital solutions to improve processes and customer satisfaction.
NUManaged small teams and executed data analyses to support CX initiatives and strategic projects (JOSE, JISE, AJIS X), improving KPI tracking and project delivery.
NUProvided customer support analytics, monitored KPIs, and supported product and process improvements contributing to CX projects and performance analysis.
Education
Degrees, certifications, and relevant coursework
UMUniversidade Anhembi Morumbi
Bachelor of Economics, Economics
2025 -
Pursuing a Bachelor's in Economics at Universidade Anhembi Morumbi, expected to continue through December 2029.
FPFederal University of Pelotas
Bachelor of Music, Music (Singing)
2017 - 2023
Completed a Bachelor's in Music with a focus on singing, covering performance and music theory from 2017 to 2023.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Job categories
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