Project Analyst - PMO (B2B)

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 numerous 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 promotes affirmative action.

Job description

Work in the CX Chapter, focusing 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, digital, and more efficient experiences.

Expected activities:

• Map and analyze end-to-end B2B customer journeys, identifying pain points, bottlenecks, opportunities, and critical moments of 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 with a focus 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.

What we are looking for:

• Highly analytical and data-driven 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.
• Mindset of continuous improvement and focus on value generation.
• Ability to transform insights into concrete action plans.

Preferred qualifications:

• 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.

Qualifications

• Bachelor's degree in Administration, Engineering, Marketing, Economics, Design, Information Systems, or related fields.
• Solid experience in Customer Experience (CX), Customer Journey Management, Service Design, Process Excellence, Consulting, or related areas.
• Proven experience in end-to-end journey mapping and redesign.
• Experience in identifying and analyzing root causes of customer and process problems.
• Ability to transform insights into structured action plans and transformation initiatives.
• Strong analytical capacity and ability to work with quantitative and qualitative data in decision-making.

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 numerous 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 promotes affirmative action.

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