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 an affirmative action employer.
Job Description
Lead the Customer Experience and 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
What we are looking for:
- Bachelor's degree in Administration, Marketing, Engineering, Economics, Information Systems, or related fields.
- Postgraduate degree or MBA in Customer Experience, Business Management, Analytics, or related areas is a plus.
- Experience in leading Customer Experience, Customer Service, or Customer Success operations, preferably in the B2B or SME segment.
- Experience in managing teams, performance indicators, and operational transformation projects.
- Experience in 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 plus.
Main Responsibilities:
- Define and execute the Customer Experience strategy for the SME segment.
- Lead the service operation, ensuring quality, efficiency, and compliance with performance indicators.
- Monitor and evolve experience and operational KPIs, such as NPS, CSAT, FCR, SLA, productivity, and efficiency.
- Use data and insights to support decisions, identify opportunities, and drive results.
- Partner with Product, Technology, Sales, 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 for simplification, automation, and transformation of service processes.
- Promote the continuous evolution of the customer journey through the 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 more than 4,000 people working in diverse 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 in which people can balance their careers with their personal commitments and interests, valuing well-being.
We are very dedicated to being one of the best and most innovative companies to work for in the country, enabling incredible experiences and careers for our people. Our strong people-first approach is recognized externally through various market certifications: we have been awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, in addition to being recognized as one of the best companies for young professionals and having a 4.6 rating on Glassdoor. Each recognition indicates that we are on the right path, providing an increasingly better work environment for our talent.
Experian Careers - Creating a better tomorrow together
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