Job Overview

Job Type

Full-Time

Pay

Not disclosed

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Job description

Location:: São Paulo, Brazil
Work arrangement:: On-site

Role Summary

Work in the CX Chapter, with the structural evolution of Serasa Experian's B2B customer journeys.

Your role will be to look at the end-to-end experience, going far beyond service channels, to identify opportunities, remove friction and lead transformation initiatives that generate value for customers and the business.

Here you will have the opportunity to act across the board, influencing areas of business, operations, technology, products and service to build simpler, digital and efficient experiences.

Differentiators

Previous experience with mapping and redesigning customer journeys.

Expertise in Customer Experience (CX), Service Design, Customer Journey Management or related areas.

Knowledge of Design Thinking, Service Design, Lean or Agile methodologies.

Experience with digital transformation and process review.

Experience in metrics-driven and data analysis environments.

Knowledge of digital platforms, service channels and experience automation.

Experience in technology companies, financial services, consulting or large B2B operations.

Responsibilities

Expected activities

Map and analyze end-to-end journeys of B2B customers, identifying pain points, bottlenecks, opportunities and critical moments in the experience.
Investigate root causes of key issues faced by customers using quantitative and qualitative data.
Conduct experience diagnostics with an integrated view between customers, processes, channels, products and operations.
Design future journeys (To Be), proposing structural improvements focusing on experience, operational efficiency and digitalization.
Review processes and identify necessary changes to enable the transformation of the experience.
Build business cases and prioritize initiatives based on impact for customers and business results.
Work in partnership with Product, Technology, Service, Operations and business areas teams to transform proposals into reality.
Define success metrics and monitor the evolution of the results of implemented initiatives.
Research trends, benchmarks and market solutions to bring new perspectives and accelerate our transformation agenda

Requirements

What we look for

Highly analytical and data-driven profile.
Genuine curiosity to understand problems in depth and seek innovative solutions.
Ability to navigate complex environments, connecting different areas and interests.
Systemic vision to see beyond symptoms and act on the causes of problems.
Excellent communication, influencing and storytelling skills.
Proactivity to challenge established processes and propose new paths.
Continuous improvement mentality and focus on generating value.
Ability to transform insights into concrete action plans.
Complete higher education in Administration, Engineering, Marketing, Economics, Design, Information Systems or related areas
Solid experience in Customer Experience (CX), Customer Journey Management, Service Design, Process Excellence, Consulting or related areas
Proven experience in mapping and redesigning end-to-end journeys
Experience identifying and analyzing root causes of customer and process issues
Ability to transform insights into structured action plans and transformation initiatives
Strong analytical skills and ability to work with quantitative and qualitative data in decision making

Benefits

Experian is a global data and technology company that drives opportunities for people and businesses around the world. We operate in several markets, such as financial services, health, automotive, agribusiness, insurance, among others.
Experian invests in people and advanced new technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.

Our uniqueness is to value yours. Experian’s people-centered, inclusive and purpose-driven culture is recognized by numerous awards — including World’s Best Workplaces™ 2025 (Fortune’s Global Top 25) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to see why. Experian is also proud to be an equal opportunity and affirmative action employer.

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About the Company

Experian is a global data and technology company that drives opportunities for people and businesses around the world. We operate in several markets, such as financial services, health, automotive, agribusiness, insurance, among others. Experian invests in people and advanced new technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.