Company Description
Experian is a global data and technology company that drives opportunities for people and businesses around the world. We operate in many markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and in new advanced technologies to unleash the power of data. We have an amazing team of 25,200 employees in 32 countries.
Our uniqueness is valuing yours. Experian's culture, which is people-centered, inclusive and purpose-driven, has been recognized with various awards, including World's Best Workplaces™ 2025 (Fortune Global Top 25) 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 also takes pride in being an employer that promotes equal opportunity and affirmative action.
Job Description
Monitor the customer journeys for sales, retention, billing and cancellation, carrying out operational analyses and identifying opportunities for improvement. You will be responsible for gathering information, investigating deviations, mapping root causes and supporting the development of recommendations that inform decision-making and the evolution of processes.
Main responsibilities:
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Monitor indicators and the execution of the sales, retention, billing and cancellation journeys.
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Identify operational deviations, bottlenecks and opportunities for improvement in processes.
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Carry out initial analyses and investigations to identify root causes of financial losses and operational impacts.
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Map processes and journeys, documenting flows, risks and opportunities.
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Consolidate information and prepare diagnoses to support decision-making.
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Support the development of action plans and continuous improvement initiatives.
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Structure controls, indicators and monitoring materials.
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Prepare executive presentations and management reports.
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Interact with areas such as Commercial, Customer Success, Operations, Products and Finance to gather information and follow up on actions.
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Monitor the results of implemented improvements and support the measurement of the impacts generated.
Qualifications
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Completed higher education.
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Intermediate knowledge of Excel for analysis, consolidation and monitoring of indicators.
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Advanced knowledge of PowerPoint for building executive presentations and data storytelling.
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Good verbal and written communication skills.
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Ability to lead meetings, present analyses and interact with different areas of the company.
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Experience with process analysis, indicators and operational performance.
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Analytical profile focused on identifying problems and improvement opportunities.
Nice to have
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Knowledge of Salesforce, Zendesk or similar tools.
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Experience in continuous improvement projects.
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Knowledge of commercial journeys, retention, churn and billing.
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Experience in customer service, operations, Customer Success or commercial governance environments.
Additional Information
Serasa Experian is much more than you imagine. With the purpose of creating a better future by expanding opportunities for people and businesses, in Brazil we are more than 4,000 people working in various teams and specialties. Here, every skill 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 commitments and personal interests, valuing well-being.
We are very committed to being one of the best and most innovative companies to work for in the country, enabling amazing experiences and careers for our people. Our strong people-first approach is recognized externally through various market certifications: we were awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, and we are also recognized as one of the best companies for young professionals and have a rating of 4.6 on Glassdoor. Each recognition tells us we are on the right path, providing an increasingly better work environment for our talent.
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here