Senior Customer Experience Analyst

Description

Job Summary: Work as a Senior Customer Experience Analyst, identifying end-to-end improvement opportunities, planning and coordinating cross-functional teams, analyzing CX data, and developing impactful narratives. Key Highlights: 1. Managing Quality and Customer Voice Monitoring 2. Focusing on transformation, innovation, and value creation 3. Promoting continuous improvement of the customer experience **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 solutions, 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 everyone, 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 Corporate & Business Unit? We drive the transformation of Retail PJ (Legal Entities), focusing on enhancing the journey for PJ Branch Managers and improving the experience of our MEI, PJ, and Corporate clients. Work model: Hybrid – 3 days onsite Unit: Osasco – SP **What will your day-to-day look like?** As a Senior Customer Experience Analyst, you will work within the Quality and Customer Voice Monitoring team, with the following key responsibilities: * Identify end-to-end improvement opportunities by analyzing full customer journeys and proposing strategic solutions that drive transformation, innovation, and value creation—always focused on results and aligned with business objectives; * Plan, coordinate, and mobilize cross-functional teams (business, operations, technology, partners, and other stakeholders), ensuring effective collaboration, goal alignment, conflict management, and integrated delivery progress; * Conduct advanced analysis of CX data, metrics, and indicators (e.g., NPS, CSAT, CES, complaints, feedback, etc.), transforming analytical insights into practical recommendations for decision-making and strategic initiative prioritization; * Develop and deliver clear, compelling narratives (storytelling) that connect data, problems, and solutions—adapting communication style to diverse audiences and hierarchical levels, with strong presentation skills and visibility in strategic forums; * Actively drive change by applying problem-solving techniques to address complex challenges, proposing innovative and sustainable solutions, promoting continuous improvement of the customer experience, and strengthening teamwork. **Requirements and Qualifications** What do you need to have or know? * Completed undergraduate degree in Business Administration, Economics, or related fields; * Knowledge of Six Sigma tools (Yellow, Green, or Black Belt); * Familiarity with process mapping tools such as Miro, Figma, and SharePoint; * Knowledge of the MECE methodology; * Experience with financial perspectives, including productivity, efficiency, interpretation of corporate balance sheets, and P&L line composition; * Experience with Agile methodologies. **What We Offer** At Bradesco, we value health and well-being, offering an extensive portfolio of benefits to all our employees: * PLR or Bonus: Based on role 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) * Viva Bem Bradesco: Health, Well-being, and Quality of Life Program * Unibrad: Bradesco Corporate University * Fee Waivers: Special conditions across various products and services * Daycare or Babysitter Assistance * Extended Paternity Leave (20 days) * Maternity Leave (180 days), with comprehensive support from pregnancy through postpartum