Analista Sênior De Experiência do cliente - Jornadas

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.

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.