Company Description
Serasa Experian is the first and largest Datatech in Brazil. We are a leader in intelligence solutions for risk analysis and opportunities, focusing on credit journeys, authentication, and fraud prevention. With cutting-edge technology, innovation, and the best talent, we transform the uncertainty of risk into the best decision, helping people achieve their dreams and companies of all sizes and segments to prosper.
We have 22,000 people operating in 32 countries, and every day we invest in new technologies, talented professionals, and innovation to help all our clients maximize every opportunity. Headquartered in Dublin, Ireland, Experian is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100 index.
Job Description
We are looking for a person to act as a Commercial Process Specialist, playing a strategic role in the evolution of the experience of our SME sales channels.
This person will be responsible for deeply understanding the commercial operation, mapping journeys and processes, identifying friction points and opportunities, and transforming these diagnostics into concrete improvement actions, following through from problem identification to implementation and measurement of results.
We are looking for someone with strong analytical capacity, systemic vision, and an execution-oriented mindset, who can navigate between Sales, Operations, Technology, Products, and other partner areas, connecting business needs to simple, scalable, and sustainable solutions.
What will be your main responsibilities
- Act as a transformation agent for the SME sales channel experience, identifying opportunities and leading initiatives that make the commercial journey simpler, more efficient, and more productive.
- Deeply understand the operation of sales channels, knowing their main pain points, needs, processes, tools, dependencies, and friction points.
- Map end-to-end commercial journeys and processes, structuring AS IS and TO BE scenarios and identifying opportunities for simplification, automation, standardization, and efficiency gains.
- Identify and prioritize opportunities considering the impact on channel experience, productivity, conversion, quality, error reduction, risks, and operational effort.
- Investigate problems using root cause analysis methodologies, avoiding temporary fixes and acting on the structural causes of the main operational friction points.
- Transform Sales needs and pain points into viable, scalable, and measurable requirements and solutions, ensuring alignment with the areas involved.
- Lead continuous improvement initiatives focused on reducing the operational burden on salespeople and simplifying the sales process from start to finish.
- Identify opportunities for improvement in the use of tools, systems, and technologies that support the commercial operation, including Salesforce.
- Lead multidisciplinary projects and initiatives involving Sales and partner areas, managing stakeholders, dependencies, risks, action plans, and deliverables.
- Structure indicators to establish baselines, goals, and result tracking, measuring the gains generated by the implemented initiatives.
- Monitor the effectiveness of solutions after implementation, identifying adjustments and new opportunities for evolution.
- Build reports, analyses, and executive presentations, translating complex data and information into clear insights, recommendations, and directions for decision-making.
- Disseminate a culture of continuous improvement and centrality on the sales channel, contributing to a commercial operation that is increasingly simple, efficient, and experience-oriented.
What we are looking for in you
- Completed higher education in Administration, Engineering, Economics, Technology, Process Management, or related fields.
- Solid experience in Processes, Projects, Commercial Transformation, Sales Operations, Business Operations, PMO, or related areas.
- Practical experience with mapping, analysis, and redesign of processes, including the construction of AS IS and TO BE scenarios.
- Knowledge of continuous improvement and structured problem-solving methodologies, such as PDCA, Kaizen, Lean, Lean Six Sigma, 5 Whys, Ishikawa Diagram, or similar.
- Knowledge of agile methodologies and project management, with the ability to lead initiatives involving different areas and stakeholders.
- Strong analytical capacity, being able to transform data into diagnostics, hypotheses, insights, and recommendations that support decision-making.
- Ability to build indicators and measure results, connecting initiatives to concrete business impacts.
- Excellent communication, influence, negotiation, presentation, and conflict management skills, including in environments with multiple stakeholders.
- Excellent interpersonal relationships and the ability to navigate between different levels and areas of the organization.
- Ability to structure complex problems, establish priorities, and lead initiatives with autonomy and a sense of ownership.
- Experience in preparing reports and executive presentations, with the ability to synthesize information and communicate recommendations objectively.
- Advanced English, considering frequent interaction with global teams via email and meetings.
- Advanced knowledge of Salesforce and the ecosystem of commercial tools.
- Salesforce Administrator certification / equivalent track to Ranger on Trailhead – mandatory requirement.
Qualifications
We are looking for a person who combines business vision + processes + data + channel experience.
It will be important to have:
- Customer/channel centric vision: ability to see processes from the perspective of those who sell and identify friction points that harm their experience.
- End-to-end vision: understand impacts and dependencies beyond a specific step or area.
- Problem solving: investigate problems, identify root causes, and structure solutions.
- Data-driven mindset: use data to prioritize problems, build hypotheses, and measure results.
- Influence without authority: mobilize different areas around a common agenda.
- Execution: transform diagnostics and recommendations into effectively implemented actions.
- Continuous improvement: question existing processes and constantly seek simpler and more efficient ways of working.
Additional Information
Serasa Experian is much more than you imagine. With the purpose of creating a better future, expanding opportunities for people and companies, in Brazil we are more than 4,000 people working in diverse teams and specialties. Here, each 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.
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