Analista de Projetos Sênior - PMO (B2B)
Core
Lead end-to-end customer journey transformation for B2B clients, identifying friction points and driving structural improvements across operations, technology, and products to enhance experience and efficiency.
Role type
Senior Program Manager (Customer Experience & Process Transformation)
Builds
Redesigned customer journeys, operational efficiency initiatives, and digital transformation projects for B2B clients.
Domain
B2B Services / Customer Experience / Process Excellence
Deliverable
product features
Required skills
End-to-end journey mapping, root cause analysis, business case development, stakeholder influence, data-driven decision making, process re-engineering, strategic prioritization
Preferred skills
Service Design, Design Thinking, Lean/Agile methodologies, digital platform knowledge, B2B operations experience
Technologies
Customer Journey Management platforms, digital channels, automation tools
Responsibilities
Map and analyze B2B customer journeys to identify pain points and opportunities; Investigate root causes of client problems using quantitative and qualitative data; Design future-state journeys and propose structural improvements; Collaborate with Product, Technology, and Operations teams to implement changes; Define success metrics and track initiative outcomes; Research market trends and benchmarks to accelerate transformation.
Seniority
Senior, hands-on IC
