Senior Customer Experience Analyst
Location
Brazil
Posted
3 days ago
Salary
0
Seniority
Senior
No structured requirement data.
Job Description
Senior Customer Experience Analyst
Experian
Role Description Quer ajudar a transformar a experiência dos clientes de uma das maiores empresas de dados e tecnologia do Brasil? Na Serasa Experian, acreditamos que a experiência do cliente é construída em cada interação, processo, produto e decisão que tomamos. Estamos em busca de uma pessoa apaixonada por entender comportamentos, questionar o status quo e transformar problemas complexos em experiências simples, fluidas e memoráveis. Se você é movido(a) por curiosidade, dados, inovação e gosta de conectar diferentes áreas para gerar impacto real no negócio e na vida dos clientes, essa oportunidade pode ser para você. Mais do que alguém que mapeia jornadas, buscamos uma pessoa que provoque mudanças. Seu desafio: - Você fará parte do nosso CX Chapter, atuando na evolução estrutural das jornadas dos clientes B2B da Serasa Experian. - Seu papel será olhar para a experiência de ponta a ponta, identificando oportunidades, removendo fricções e liderando iniciativas de transformação que gerem valor para clientes e para o negócio. - Aqui você terá a oportunidade de atuar de forma transversal, influenciando áreas de negócio, operações, tecnologia, produtos e atendimento. Qualifications - Experiência sólida em Customer Experience (CX), Service Design, Customer Journey Management, Transformação de Processos ou áreas correlatas. - Vivência em mapeamento, análise e redesenho de jornadas ponta a ponta. - Forte capacidade analítica e orientação por dados. - Experiência atuando de forma transversal com diferentes áreas. - Conhecimento de metodologias e ferramentas de CX, Design Thinking, Design de Serviços. - Perfil protagonista, curioso e inovador. - Perfil altamente analítico e orientado por dados. - Curiosidade genuína para entender problemas em profundidade. - Capacidade de navegar em ambientes complexos. - Visão sistêmica para enxergar além dos sintomas. - Excelente habilidade de comunicação, influência e storytelling. - Proatividade para desafiar processos estabelecidos. - Mentalidade de melhoria contínua e foco em geração de valor. - Capacidade de transformar insights em planos de ação concretos. Requirements - Experiência prévia com mapeamento e redesenho de jornadas de clientes. - Atuação em Customer Experience (CX), Service Design, Customer Journey Management ou áreas relacionadas. - Conhecimento em metodologias de Design Thinking, Design de Serviços, Lean ou Agile. - Experiência com transformação digital e revisão de processos. - Vivência em ambientes orientados por métricas e análise de dados. - Conhecimento de plataformas digitais, canais de atendimento e automação da experiência. - Experiência em empresas de tecnologia, serviços financeiros, consultoria ou grandes operações B2B. Benefits - Ambiente de trabalho inclusivo e equilibrado. - Reconhecimento como uma das melhores empresas para se trabalhar. - Certificações de mercado, incluindo Great Place To Work™ e Top Employers. - Oportunidades de crescimento e desenvolvimento profissional.
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