Senior Customer Journey Analyst

Description

**About Bradesco** Bradesco is one of Brazil's largest financial groups, with a history marked by pioneering spirit and innovation. Through our broadly diversified portfolio of financial products, banking services, and insurance offerings, we contribute to individuals' aspirations and the sustainable growth of businesses and society. Join our financial ecosystem and impact the experience of millions of people! At Bradesco, we value diversity in all its forms. Therefore, our job openings are open to all individuals, regardless of gender, race, sexual orientation, disability, age, or any other characteristic. Learn more at https://banco.bradesco/html/classic/sobre/index.shtm **Responsibilities and Duties** What is our Massified Team? Digital journeys are a reality across every sector of our lives. In response, Bradesco follows this trend with the launch of the Massified Digital segment. This shift is part of our broader transformation process and aligns with the evolution of our service model and digital journeys—providing customers greater autonomy. With a fully equipped branch structure, we offer convenience and the ability to resolve all customer needs, wherever they are, 24 hours a day. Work model: Hybrid — 3 days onsite Unit: Osasco/SP **Your Day-to-Day** As a Senior Customer Journey Analyst, you will work within the Customer Experience and Journey Management division, with key responsibilities including: * Analyze the customer journey to identify pain points and improvement opportunities * Drive experience enhancement by converting detractors into promoters * Utilize VoC (Voice of Customer) for feedback collection and analysis * Participate in and lead multidisciplinary teams * Make data-driven decisions based on analytics and insights * Link problems to structural initiatives and solutions * Define and monitor experience and efficiency KPIs (e.g., NPS, CSAT) * Promote cross-departmental alignment with an end-to-end journey perspective **Requirements and Qualifications** What do you need to have or know? * Completed undergraduate degree * Experience in Customer Experience, Customer Service (CS), or Support roles * Knowledge of agile methodologies * Proficiency in metrics: NPS, CSAT, cohort analysis * Ability to analyze data and make data-informed decisions It’s a plus if you have: * Familiarity with data tools (Power BI, SQL, SAS, Databricks, Python) * Knowledge of AI and analytical tools **What We Offer** At Bradesco, we value health and well-being, offering an extensive benefits portfolio to all our employees: * PLR or Bonus: Based on position eligibility* * Health Insurance * Dental Insurance * Life Insurance * Food Allowance * Meal Voucher * 13th Food Basket * Total Pass * Transportation Voucher (optional enrollment) * Discounts on products and services from partner companies * Private Pension Plan (optional enrollment, with financial contribution from Bradesco Organization) * Bradesco Well-Being Program: health, well-being, and quality-of-life initiative * Unibrad: Bradesco Corporate University * Fee Waivers: special conditions on various products and services * Childcare or Babysitter Assistance * Extended Paternity Leave: 20 days * Maternity Leave: 180 days, with assisted support from pregnancy through postpartum