Business Analyst Middle+ [Customer Care for Antifraud]

Location: Mexico We are looking for a Business Analyst to join the Antifraud area within Customer Care . Antifraud is where customers are most likely to feel stressed: suspicious transactions, a stolen card or identity, account blocks, and additional verification. In those moments, customers judge us less by features and more by how fast, clear, and human our response is. We already have strong Support, Antifraud, and Operational teams, but no single owner of the end-to-end antifraud customer experience — the journey crosses multiple teams and tools, which makes it easy for ownership, communication standards, and measurable quality to get fragmented. In this role, you will turn antifraud CX into a single product: journeys, rules, handoffs, and tooling. You will make the experience measurable through metrics, SLAs, and communication quality, and systematically improve the process as new products and new fraud scenarios emerge. Challenges that await you: 0–3 months: understand and put the foundations in place Establishing a baseline for metrics and quality: what we measure today, where the blind spots are, current SLAs, and where the biggest leaks and repeat contacts happen Running discovery through stakeholder interviews and case reviews, and identifying the key pains and risks across customer experience, operations, and compliance Building and aligning a prioritized improvement backlog across process and product/tooling, with clear success criteria 3–6 months: deliver improvements and show measurable impact Leading the first initiatives end to end Improving communication standards and the customer journey for one or two high-impact scenarios (e.g. disputed transactions, a stolen card, or additional identity verification) Setting up a sustainable operating cadence: metric monitoring, case and incident reviews, backlog refresh, and recurring alignment rituals with stakeholders Delivering early measurable wins: faster resolution, fewer repeat contacts and escalations, clearer communication, and less manual work What makes you a great fit: 2+ years of experience as a Business Analyst / Product manager / Product owner in fintech, banking or consumer digital products Nice to have a background in Customer Care / Contact Center / Customer Service or background in developing other products for internal customers (Telesales, Collection, Delivery, etc.) Real experience with backlog management and prioritization across multiple teams and stakeholders Hands-on UI experience: created new multi-screen user flows, not just made visual tweaks Ability to write clear and structured product requirements independently; technically fluent and comfortable collaborating with engineers Data-driven mindset: works directly with data, defines the right tasks for analysts, and can spot dashboard errors Experience in project management across multiple teams; delivers on time and tracks progress effectively Strong stakeholder management and expectation-setting skills A proactive, ownership-driven mindse B2 or higher English level for effective communication with an international team Our ways of working: Innovative Spirit: A commitment to creativity and groundbreaking solutions Honest Feedback: valuing open, transparent communication Supportive Team: a strong, collaborative community Celebrating Achievements: recognizing our wins together High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances Our benefits: Relocation support to Mexico — with assistance for the employee and their family Flexible work from our office or remote Healthcare Coverage Education Budget: Language lessons, professional training and certifications Wellness Budget: Mental health and fitness activity reimbursements Vacation Policy: Annual leave and paid sick leave as per applicable policies