Company description
Experian is a global data and technology company that empowers 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 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, centered on people, inclusive and driven by purpose, is recognized by 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 is also proud to be an employer that promotes equal opportunity and affirmative action.
Job description
Hybrid work model, based in São Paulo with a weekly presence in São Carlos to oversee operations.
Lead the Customer Experience and Customer Service strategy for the SME segment, ensuring a simple, efficient and customer-centric journey. You will be responsible for driving operational excellence, promoting a data-driven culture and continuous improvement, ensuring high levels of satisfaction, retention and sustainable business growth.
Qualifications
- Completed higher education in Business Administration, Marketing, Engineering, Economics, Information Systems or related areas.
- Postgraduate degree or MBA in Customer Experience, Business Management, Analytics or related areas will be a differentiator. Experience
- Experience leading Customer Experience, Customer Service or Customer Success operations, preferably in the B2B or SME segment.
- Experience managing teams, performance indicators and operational transformation projects.
- Experience using data for decision-making and improving the customer experience.
- Knowledge of omnichannel operations management, CRM, BI tools and continuous improvement methodologies will be considered a differentiator.
Main Responsibilities:
- Define and execute the Customer Experience strategy for the SME segment.
- Lead the service operation, ensuring quality, efficiency and achievement of performance indicators.
- Monitor and evolve experience and operations KPIs, such as NPS, CSAT, FCR, SLA, productivity and efficiency.
- Use data and insights to support decisions, identify opportunities and drive results.
- Work in partnership with Product, Technology, Commercial, Customer Success and other areas to continuously improve the customer journey.
- Develop and engage high-performance teams, promoting a collaborative, innovative and customer-focused culture.
- Represent the voice of the customer within the organization, influencing initiatives that strengthen the experience and business results.
Continuous Improvement:
- Lead initiatives to simplify, automate and transform service processes.
- Promote the continuous evolution of the customer journey through analysis of indicators, feedback and the Voice of the Customer (VoC).
- Encourage the use of technology, analytics and artificial intelligence to increase efficiency, quality and personalization of the experience.
- Disseminate continuous improvement and innovation practices in partnership with business areas.
Additional information
Serasa Experian is much more than you imagine. With the purpose of creating a better future, expanding opportunities for people and businesses, in Brazil we are over 4,000 people working in various teams and specialties. Here, every 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 commitments and personal interests, valuing well-being.
We are dedicated 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 externally recognized through various market certifications: we were awarded by Great Place To Work™ in 24 countries and the international Top Employers certification, and we are recognized as one of the best companies for young professionals and have a 4.6 rating 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