Consultant - Process Transformation

Company Description

Serasa Experian is the first and largest Datatech in Brazil. We are a leader in intelligence solutions for risk analysis and opportunities, focusing on credit journeys, authentication, and fraud prevention. With cutting-edge technology, innovation, and the best talent, we transform the uncertainty of risk into the best decision, helping people achieve their dreams and companies of all sizes and segments to prosper.

We have 22,000 people operating in 32 countries, and every day we are investing in new technologies, talented professionals, and innovation to help all our clients maximize every opportunity. Headquartered in Dublin, Ireland, Experian is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100 index.

Job Description

Do you want to help transform the customer experience at one of the largest data and technology companies in Brazil?

At Serasa Experian, we believe that the customer experience is built through every interaction, process, product, and decision we make.

We are looking for someone passionate about understanding behaviors, questioning the status quo, and transforming complex problems into simple, fluid, and memorable experiences.

If you are driven by curiosity, data, and innovation, and enjoy connecting different areas to generate real impact on the business and our customers' lives, this opportunity might be for you.

More than just someone who maps journeys, we are looking for someone who sparks change.

Someone who does not accept superficial answers, who asks difficult questions, connects dots that no one else is seeing, and helps build the next generation of our customer experience.

If you enjoy transforming complexity into simplicity, generating impact at scale, and working in an environment that values innovation, collaboration, and ownership, we want to meet you.

Your challenge:

You will be part of our CX Chapter, working on 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 work cross-functionally, influencing business areas, operations, technology, products, and customer service to build simpler, more digital, and efficient experiences.

Qualifications

What we are looking for in you:

• Solid experience in Customer Experience (CX), Service Design, Customer Journey Management, Process Transformation, or related areas, with proven performance in customer experience transformation initiatives;
• Experience in mapping, analyzing, and redesigning end-to-end journeys, identifying friction, root causes, and improvement opportunities with a focus on generating value for customers and the business;
• Strong analytical capacity and data-driven mindset, using quantitative and qualitative insights for problem prioritization, decision-making, and initiative definition;
• Experience working cross-functionally with different areas, influencing stakeholders, and driving agendas that involve business, operations, technology, products, and customer service;
• Knowledge of CX methodologies and tools, Design Thinking, Service Design, continuous improvement, and process design;
• A proactive, curious, and innovative profile, with the ability to transform diagnostics into concrete action plans and lead change in complex and constantly evolving environments;
• Highly analytical and data-oriented 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 root causes of problems;
• Excellent communication, influence, and storytelling skills;
• Proactivity to challenge established processes and propose new paths;
• Continuous improvement mindset and focus on value generation;
• Ability to transform insights into concrete action plans.

It will be a plus if you have:

• Previous experience with mapping and redesigning customer journeys;
• Experience 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 environments driven by metrics and data analysis;
• Knowledge of digital platforms, service channels, and experience automation;
• Experience in technology companies, financial services, consulting, or large B2B operations.

What your main responsibilities will be:

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

Additional Information

Serasa Experian is much more than you imagine. With the purpose of creating a better future by expanding opportunities for people and companies, in Brazil we are more than 4,000 people working in diverse teams and specialties. Here, every piece of knowledge and diversity complements each other, and you can work on what you love most. We are committed to building an inclusive culture and an environment where people can balance their careers with their personal commitments and interests, valuing well-being.

We are dedicated to being one of the best and most innovative companies to work for in the country, enabling incredible experiences and careers for our people. Our strong people-first approach is recognized externally through various market certifications: we have been awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, in addition to being recognized as one of the best companies for young professionals and having a 4.6 rating on Glassdoor. Each recognition indicates that we are on the right track, providing an increasingly better work environment for our talent.

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