Company Description
Experian is a global data and technology company that drives 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-centered, inclusive, and purpose-driven culture is recognized by various awards — including World's Best Workplaces™ 2025 (Top 25 global by Fortune) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers website to understand why. Experian also takes pride in being an employer that promotes equal opportunities and affirmative action.
Job Description
The Client Insights area is evolving to expand its strategic role in the business, with a focus on transforming journey signals, customer data, and service indicators into actionable insights, recommendations, and concrete improvements to the experience.
The Senior Customer Experience Analyst will work focused on Client Insights, journey mapping, data correlation, and recommendation generation, helping to connect the Voice of the Customer, operational indicators, and key friction points in the experience to drive improvements in processes, service, and customer journey.
Main responsibilities:
- Analyze customer, service, and operational data to identify patterns, deviations, opportunities, and priority action themes
- Correlate indicators from different sources to generate more complete readings of customer experience and journey gaps
- Conduct in-depth root cause analyses, connecting operational symptoms to structural factors that impact customers and business
- Map, review, and design customer journeys, identifying friction points, disruptions, simplification opportunities, and experience gains
- Transform data and analytical findings into actionable insights and clear recommendations to support decision-making and prioritization of improvements
- Support the evolution of Client Insights methodologies, Voice of the Customer, and journey mapping within the area
- Connect customer, service, and quality inputs to build more robust diagnostics and direct actions with greater impact
- Explore the use of artificial intelligence and automation to expand analytical scale, deepen insights, and accelerate opportunity identification
- Build studies, reports, and executive presentations that translate complex analyses into clear messages for different stakeholders
- Work in partnership with internal areas to drive improvements in processes, experience, and operational efficiency based on generated insights
What we expect:
- Strong analytical capability and experience working with data, correlations, and hypothesis building;
- Critical perspective to investigate problems in a structured way, going beyond symptoms and deepening root cause analysis;
- Experience or familiarity with journey mapping, Voice of the Customer, customer experience, or insight generation;
- Ability to transform analyses into practical and relevant recommendations for the business;
- Good communication skills to articulate findings, influence discussions, and connect different areas around improvements;
- Interest in innovation, methodology, and use of technology for analytical scale and sophistication gains;
- Ability to navigate between analytical depth and vision applied to operational context.
Prerequisites:
- Bachelor's degree in related fields.
- Experience with analysis, correlation, and interpretation of data for insight generation.
- Experience with root cause studies and improvement recommendations.
- Knowledge of customer journey mapping and analysis.
- Experience building reports, analyses, and executive presentations.
- Good communication and ability to articulate with different stakeholders.
- Familiarity with analytical tools and interest in artificial intelligence applications.
Differentials:
- Previous experience with Client Insights, Customer Experience, Customer Journey, or related areas.
- Experience in Customer Care environments or customer service operations.
- Knowledge of root cause analysis techniques, process design, or continuous improvement.
- Familiarity with analytical tools, automation, or AI applications in data reading and insight generation.
- Experience building executive materials and recommending actions based on data.
Qualifications
- Bachelor's degree in related fields.
- Experience with analysis, correlation, and interpretation of data for insight generation.
- Experience with root cause studies and improvement recommendations.
- Knowledge of customer journey mapping and analysis.
- Experience building reports, analyses, and executive presentations.
- Good communication and ability to articulate with different stakeholders.
- Familiarity with analytical tools and interest in artificial intelligence applications.
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, each knowledge and diversity complement 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, prioritizing 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 were awarded by Great Place To Work™ in 24 countries and by 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 indicates that we are on the right path, providing an increasingly better work environment for our talents.
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