Company description
Experian is a global data and technology company that empowers 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, centered on people, inclusive and purpose-driven, is recognized by several 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
Work in the CX Chapter, with the structural evolution of the B2B customer journeys at Serasa Experian.
Your role will be to look at the end-to-end experience, going well beyond service channels, to identify opportunities, remove friction and lead transformation initiatives that create value for customers and for the business.
Here you will have the opportunity to work across functions, influencing business areas, operations, technology, products and customer service to build simpler, more digital and more efficient experiences.
Expected responsibilities:
- 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 (To Be) journeys, proposing structural improvements focused on experience, operational efficiency and digitalization.
- Review processes and identify the changes needed to enable the 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 area teams to turn proposals into reality.
- Define success metrics and track the evolution of results from implemented initiatives.
- Research trends, benchmarks and market solutions to bring new perspectives and accelerate our transformation agenda.
What we are looking for:
- Highly analytical, 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 causes of problems.
- Excellent communication, influence and storytelling skills.
- Proactivity to challenge established processes and propose new paths.
- Continuous improvement mindset and focus on value creation.
- Ability to turn insights into concrete action plans.
Nice to have:
- Prior experience 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.
- Background 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
- Completed higher education in Business 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 mapping and redesigning end-to-end journeys
- Experience identifying and analyzing root causes of customer and process problems
- Ability to turn insights into structured action plans and transformation initiatives
- Strong analytical capability and ability to work with quantitative and qualitative data for decision-making
Additional information
Experian is a global data and technology company that empowers 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, centered on people, inclusive and purpose-driven, is recognized by several 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.
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