Pessoa Consultora de Negócios Pleno - Customer Experience e Customer Value Management in Brazil at Jobgether

• Conduct business diagnostics using data analysis, KPIs, qualitative and quantitative information, and other relevant business insights.
• Analyze documents, databases, reports, and operational information to identify trends, opportunities, deviations, bottlenecks, and root causes.
• Develop management and executive presentations that clearly communicate diagnostic findings, insights, recommendations, and expected business impact.
• Define and quantify improvement initiatives based on the processes and customer journeys analyzed, considering factors such as retention, churn, LTV, operational efficiency, and customer effort.
• Design implementation plans with clear actions, metrics, responsibilities, timelines, and mechanisms for tracking results.
• Conduct stakeholder interviews and facilitate strategic workshops with professionals from different business areas and hierarchical levels, including senior leadership.
• Map, critically analyze, and redesign end-to-end customer journeys and business processes with a focus on measurable customer and business outcomes.
• Support project scope management and escalation processes to help ensure timelines, priorities, and agreed deliverables remain on track.
• Serve as a key project reference, proactively proposing solutions and supporting project-related demands.
• Collaborate effectively with other consultants and provide support across project workstreams when required.
• Translate customer experience insights into actionable recommendations aligned with broader financial and strategic objectives.
• Use data and stakeholder feedback to prioritize initiatives, assess trade-offs, and support informed business decisions.
• Communicate project findings and recommendations with clarity, assertiveness, and a strong focus on decision-making.

Requirements:

• Bachelor’s degree in Engineering, Business Administration, Economics, Marketing, or a related field.
• Previous proven experience as a Product/Business Consultant, Business Analyst, Product Manager, or in a comparable consulting or business transformation role.
• Strong analytical capabilities, with the ability to transform qualitative and quantitative data into business decisions, prioritized hypotheses, and actionable recommendations.
• Strong strategic thinking and the ability to connect Customer Experience initiatives with financial and broader business objectives.
• Ability to quantify the value and potential impact of CX initiatives, including retention, churn, LTV, operational efficiency, and customer effort.
• Strong knowledge of Customer Experience metrics such as NPS, CES, and CSAT, with the ability to interpret the underlying insights rather than focusing solely on scores.
• Experience mapping, critically analyzing, and redesigning end-to-end customer journeys and business processes.
• Experience conducting strategic workshops with stakeholders across different functions and seniority levels.
• Excellent strategic communication and decision-oriented storytelling skills, including the preparation and delivery of executive presentations.
• Ability to translate recommendations into executable action plans with defined metrics, owners, and mechanisms for monitoring results.
• Proficiency in Microsoft Office, particularly Excel, PowerPoint, and Word.
• Strong communication, negotiation, prioritization, and collaboration skills.
• Hands-on mindset, autonomy, and the ability to proactively identify and solve project challenges.
• Ability to work effectively in multidisciplinary and collaborative environments.
• Previous experience in digital transformation or Customer Experience projects is desirable.
• Lean, Six Sigma Green Belt, or process management certification is a plus.
• Previous experience in business consulting is desirable.
• Postgraduate degree or MBA in Product Management, Business, Marketing, or a related field is a plus.
• Must reside in São Paulo or Rio de Janeiro.

Benefits:

• Remote work model.
• Flexible benefits through the All Points program, including points for flights and accommodation.
• Medical assistance.
• Dental assistance.
• Life insurance.
• Pet insurance/benefits.
• Mobility support, including fuel and Uber/99 options.
• Flexible reimbursement for expenses such as glasses, vaccines, education, shows, and other eligible items.
• Meal and/or food allowance.
• Birthday Day Off.
• Wellhub membership.
• Alelo Club discounts at participating stores and pharmacies.
• 180-day maternity leave.
• 30-day paternity leave.
• Childcare assistance during the baby’s first year.
• Transportation allowance according to project or area requirements.
• Annual bonus program.
• Commission for referring new clients.
• Access to global training and professional development programs.
• Dedicated Flex Time for professional development.
• Mentoring programs with experienced leaders.
• Semiannual performance reviews.
• Recurring feedback and 1:1 sessions with leadership and team members.
• Personalized development planning aligned with individual career objectives.
• Opportunities for continuous learning and exposure to strategic, innovative, and transformation-focused projects.
• Career growth opportunities and the ability to take ownership of professional development.