Analista de Experiência do Cliente Sênior
Core
Transforming B2B customer journeys by identifying friction points, root causes, and opportunities for structural improvement to create simpler, digital, and efficient experiences.
Role type
Senior Customer Experience (CX) & Service Design Lead
Builds
End-to-end customer journey maps, future-state process designs, and business cases for CX transformation.
Domain
B2B Technology / Financial Services / Customer Experience
Deliverable
product features
Required skills
Customer Journey Management, Service Design, Process Transformation, Root Cause Analysis, Data-driven decision making, Stakeholder influence, Strategic planning, Change management, Business case development, Metrics definition
Preferred skills
Design Thinking, Lean/Agile methodologies, Digital transformation experience, B2B operations knowledge, Platform/channel automation expertise, Financial services background
Technologies
Design Thinking tools, Service Design frameworks, Process modeling software, Data analytics platforms
Responsibilities
Map and analyze end-to-end B2B customer journeys to identify pain points and critical moments; Investigate root causes of client problems using quantitative and qualitative data; Design future-state journeys (To Be) focusing on experience and operational efficiency; Review and redesign processes to enable CX transformation; Build business cases and prioritize initiatives based on client impact and business results; Partner with Product, Technology, Operations, and Business teams to implement changes; Define success metrics and track initiative evolution; Research market trends and benchmarks to accelerate transformation agenda.
