Job Summary: Leve Saúde is looking for a Senior Process and Projects Analyst to join the Customer Experience (CX) team, managing squads, leading complex projects, and driving process and journey improvement initiatives. Key Highlights: 1. Manage multidisciplinary squads and strategic CX projects 2. Lead customer journey mapping and redesign 3. Drive process optimization and continuous improvement Leve Saúde is a Rio de Janeiro–based health plan operator founded with the purpose of transforming how healthcare is delivered in Brazil. We believe that caring goes far beyond offering health plans—it means building relationships, truly listening, and being present throughout each person’s journey. From day one, we have bet on a model that is closer, more welcoming, and more effective. With our own teams and an integrated network, we promote a lighter, more efficient, and patient-centered healthcare experience. **What Drives Us:** Making healthcare more human and accessible. Reducing bureaucracy and facilitating access to high-quality services. Leveraging technology as an ally to improve healthcare experiences and outcomes. **How We Do It:** Through our own clinics, ready to provide welcoming and efficient care. With a multidisciplinary team closely accompanying beneficiaries’ journeys. With an internal team committed to innovation, quality, and purpose. We are seeking a **Senior Process and Projects Analyst** to join the **Customer Experience (CX)** team, responsible for **managing squads, leading complex projects, and driving process and journey improvement initiatives**, ensuring direct impact on our customers’ experience. **Responsibilities and Duties** * **Manage multidisciplinary squads**, ensuring organization, prioritization, and execution of strategic CX projects and initiatives. * Oversee projects **end-to-end**, from problem definition through solution delivery, with rigorous tracking of timelines, scope, risks, and stakeholders. * Lead **customer journey mapping and redesign**, identifying gaps, opportunities, and proposing scalable and sustainable solutions. * Lead the **structuring, optimization, and continuous improvement of processes**, focusing on efficiency, standardization, and impact on customer experience. * Define and manage **improvement backlogs**, applying **prioritization methods**, and ensuring delivery tracking. * Facilitate **workshops, alignment meetings, and project management rituals**, promoting clarity, engagement, and alignment among involved parties. * Develop and monitor **KPIs, status reports, action plans, and technical documentation for projects and processes**. * **Use AI** to automate tasks. * Ensure projects align with CX strategies and company objectives, acting as the liaison between business, technology, and operations areas. **Requirements and Qualifications** * **Completed undergraduate degree** in **Business Administration, Engineering, Project Management, Process Management, Technology, Communications, or related fields**. * **Proven experience in project management and process improvement**, preferably with direct impact on customer journeys. * Experience in **managing squads, applying agile methodologies, and leading multidisciplinary projects**. * Advanced knowledge of **process mapping, journey analysis, backlog management, and problem-solving workshops**. * Strong capabilities in **planning, organization, risk management, schedule tracking, and communication with diverse stakeholders**. * Proficiency in tools such as **Jira, Monday, Trello, Miro, Bizagi, Visio, Lucidchart**, among others. ***Preferred Qualifications:*** * Certifications in **Project Management (PMP, CAPM, CSM, PSM, SAFe, etc.)**, **Process Improvement (Lean, Six Sigma, BPMN)**, or **Service/Journey Design**. * Experience in **digital transformation, process automation, or implementation of CX technologies**. * Prior work in organizations with **robust project and process management structures**. **Additional Information** * Meal Allowance of **R$ 42.00 per day** (with a symbolic monthly deduction of **R$ 1.00**) * Transportation Allowance * **Birthday Day Off** * Health Insurance **with no payroll deduction** * Dental Insurance **with no payroll deduction** * **TotalPass** (wellness and physical activities) * Discounts at educational institutions * **Leve Corporate University** * **One remote work day per week** We are **Leve Saúde**, the healthtech operator that launched in Rio de Janeiro in September 2020, focused on people over 45 years old seeking high-quality, affordable healthcare. Our Operating Model rests on **three pillars**, reflecting our beliefs about healthcare management: * We believe **Digital Health** is an irreversible path—one already having—and increasingly will have—an extraordinary impact on healthcare management. \- We believe the combination of **Primary Healthcare** and Digital Health represents the perfect convergence of past and future. Both are fundamental ingredients for achieving the right to healthier longevity. * We believe owning a **Proprietary Network** is a critical component complementing our model, enabling us to guarantee personalized, humanized, compassionate, and effective care. You’ll find our current openings on this page. We’re rooting for you!