Sobre

• This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista Sênior de Experiência do Cliente - Jornadas based in Brazil.
• This is a senior Customer Experience role focused on transforming end-to-end customer journeys through data, business insight, and technology.
• You will identify friction points, uncover improvement opportunities, and lead initiatives that make experiences simpler and more effective.
• The role combines strategic thinking with hands-on execution, connecting customer needs to tangible business outcomes.
• You will work closely with Business, Product, Technology, Operations, CRM, Customer Service, and external partners.
• A key part of the position is translating journey insights into actionable requirements, priorities, and solutions.
• You will use customer and operational metrics to uncover root causes and guide data-driven decisions.
• The role offers strong visibility and the opportunity to directly influence both customer satisfaction and operational efficiency.
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• Accountabilities
• Map, analyze, and continuously evolve end-to-end customer journeys, identifying opportunities to simplify experiences and eliminate friction.
• Use customer experience, service, and operational data to identify pain points, prioritize opportunities, and recommend improvements.
• Lead customer experience improvement projects from problem identification through implementation, coordinating stakeholders and ensuring initiatives are effectively executed.
• Act as a strategic bridge between Business, Product, and Technology, ensuring customer journey needs are clearly understood across teams.
• Translate journey requirements and business needs into functional and technical requirements that can guide product and technology delivery.
• Build and refine user stories, acceptance criteria, and backlogs to support the prioritization and execution of improvement initiatives.
• Monitor and analyze indicators such as NPS, CSAT, CES, customer contacts, payment declines, delinquency, and regularization to assess journey performance.
• Conduct root-cause analyses and transform findings into actionable strategic recommendations.
• Orchestrate initiatives involving Technology, Product, Operations, CRM, Customer Service, and external partners to deliver cohesive journey improvements.
• Requirements
• Proven experience in Customer Experience, Customer Journey, Journey Management, Product, Business, Operations, or a closely related discipline, preferably at a senior level.
• Strong ability to map and analyze customer journeys and identify friction points using quantitative and qualitative data.
• Experience leading cross-functional improvement initiatives and coordinating stakeholders across Business, Product, Technology, Operations, CRM, and Customer Service.
• Ability to translate business and customer needs into functional and technical requirements, user stories, acceptance criteria, and actionable backlogs.
• Strong analytical skills, with experience interpreting customer and operational metrics such as NPS, CSAT, CES, contact volumes, payment declines, delinquency, and regularization.
• Experience conducting root-cause analysis and developing strategic recommendations based on data and customer insights.
• Strong communication and stakeholder-management skills, with the ability to connect technical and business perspectives.
• Proactive, structured, and results-oriented approach, with the ability to manage multiple initiatives and influence stakeholders in a collaborative environment.
• Benefits
• Remote work opportunity in Brazil.
• Senior-level position with broad exposure across Business, Product, Technology, and Operations.
• Opportunity to lead initiatives with direct impact on customer satisfaction and operational efficiency.
• Cross-functional and collaborative working environment.
• Opportunity to work with customer data, journey analytics, and strategic experience improvement initiatives.
• Professional growth through exposure to multidisciplinary projects and business challenges.

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How Jobgether works

• We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
• We appreciate your interest and wish you the best!
• Why Apply Through Jobgether?
• Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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