Pessoa Consultora de Negócios Pleno - Customer Experience e Customer Value Management
Accountabilities: Conduct business diagnostics using data analysis, KPIs, qualitative and quantitative information, and other relevant business insights.
Analyze documents, databases, reports, and operational information to identify trends, opportunities, deviations, bottlenecks, and root causes.
Develop management and executive presentations that clearly communicate diagnostic findings, insights, recommendations, and expected business impact.
Define and quantify improvement initiatives based on the processes and customer journeys analyzed, considering factors such as retention, churn, LTV, operational efficiency, and customer effort.
Design implementation plans with clear actions, metrics, responsibilities, timelines, and mechanisms for tracking results.
Conduct stakeholder interviews and facilitate strategic workshops with professionals from different business areas and hierarchical levels, including senior leadership.
Map, critically analyze, and redesign end-to-end customer journeys and business processes with a focus on measurable customer and business outcomes.
Support project scope management and escalation processes to help ensure timelines, priorities, and agreed deliverables remain on track.
Serve as a key project reference, proactively proposing solutions and supporting project-related demands.
Collaborate effectively with other consultants and provide support across project workstreams when required.
Translate customer experience insights into actionable recommendations aligned with broader financial and strategic objectives.
Use data and stakeholder feedback to prioritize initiatives, assess trade-offs, and support informed business decisions.
Communicate project findings and recommendations with clarity, assertiveness, and a strong focus on decision-making.
Requirements:
Bachelor’s degree in Engineering, Business Administration, Economics, Marketing, or a related field.
Previous proven experience as a Product/Business Consultant, Business Analyst, Product Manager, or in a comparable consulting or business transformation role.
Strong analytical capabilities, with the ability to transform qualitative and quantitative data into business decisions, prioritized hypotheses, and actionable recommendations.
Strong strategic thinking and the ability to connect Customer Experience initiatives with financial and broader business objectives.
Ability to quantify the value and potential impact of CX initiatives, including retention, churn, LTV, operational efficiency, and customer effort.
Strong knowledge of Customer Experience metrics such as NPS, CES, and CSAT, with the ability to interpret the underlying insights rather than focusing solely on scores.
Experience mapping, critically analyzing, and redesigning end-to-end customer journeys and business processes.
Experience conducting strategic workshops with stakeholders across different functions and seniority levels.
Excellent strategic communication and decision-oriented storytelling skills, including the preparation and delivery of executive presentations.
Ability to translate recommendations into executable action plans with defined metrics, owners, and mechanisms for monitoring results.
Proficiency in Microsoft Office, particularly Excel, PowerPoint, and Word.
Strong communication, negotiation, prioritization, and collaboration skills.
Hands-on mindset, autonomy, and the ability to proactively identify and solve project challenges.
Ability to work effectively in multidisciplinary and collaborative environments.
Previous experience in digital transformation or Customer Experience projects is desirable.
Lean, Six Sigma Green Belt, or process management certification is a plus.
Previous experience in business consulting is desirable.
Postgraduate degree or MBA in Product Management, Business, Marketing, or a related field is a plus.
Must reside in São Paulo or Rio de Janeiro.
Benefits:
Remote work model.
Flexible benefits through the All Points program, including points for flights and accommodation.
Medical assistance.
Dental assistance.
Life insurance.
Pet insurance/benefits.
Mobility support, including fuel and Uber/99 options.
Flexible reimbursement for expenses such as glasses, vaccines, education, shows, and other eligible items.
Meal and/or food allowance.
Birthday Day Off.
Wellhub membership.
Alelo Club discounts at participating stores and pharmacies.
180-day maternity leave.
30-day paternity leave.
Childcare assistance during the baby’s first year.
Transportation allowance according to project or area requirements.
Annual bonus program.
Commission for referring new clients.
Access to global training and professional development programs.
Dedicated Flex Time for professional development.
Mentoring programs with experienced leaders.
Semiannual performance reviews.
Recurring feedback and 1:1 sessions with leadership and team members.
Personalized development planning aligned with individual career objectives.
Opportunities for continuous learning and exposure to strategic, innovative, and transformation-focused projects.
Career growth opportunities and the ability to take ownership of professional development.
How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
#LI-CL1