Customer Journey & CRO Specialist

Company description

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

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

Job description

Job description

We are looking for a professional capable of connecting business, product, technology, and customer experience to build high-performance digital journeys. We expect someone who acts as a reference in continuous optimization, using data, experimentation, CRO, and Artificial Intelligence to increase conversion, adoption, retention, and value generated for the customer. You will be primarily responsible for ensuring that the entire digital experience — from the first visit to the platform to loyalty — evolves continuously based on evidence, generating measurable impact on the company's growth indicators.

Lead the Customer Journey Optimization strategy for the SME digital channel, ensuring an integrated, personalized, and data-driven experience across all customer touchpoints. You will be responsible for continuously evolving the entire digital journey — from product discovery to recurring usage — using principles of CRO (Conversion Rate Optimization), Lifecycle Management, Analytics, and Artificial Intelligence to maximize conversion, engagement, retention, and revenue generation.

Journey Strategy

• Define and evolve the end-to-end customer journey strategy.

• Continuously map improvement opportunities considering the entire lifecycle.

• Ensure consistency across channels, products, and journey moments.

• Build governance frameworks for the continuous evolution of journeys.

Experimentation

• Build a continuous backlog of hypotheses.

• Prioritize initiatives through impact vs. effort.

• Lead A/B Tests and multivariate tests.

Analytics

• Monitor journey KPIs.

• Identify bottlenecks through behavior.

• Analyze funnels, Cohorts, and omnichannel journeys.

- Apply AI across the entire journey strategy

• AI agents for journey automation.

Qualifications

Qualifications

• Customer Journey
• CRO (Conversion Rate Optimization)
• Experimentation (A/B Testing and Multivariate Testing)
• Analytics and Data-Driven Decision Making
• Web & Product Analytics
• AI & Customer Journey Optimization

Additional information

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

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

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