Senior Customer Experience Analyst

Description

Job Summary: Join us as a Senior Customer Experience Analyst, transforming the PJ customer journey and enhancing the experience for MEI, PJ, and corporate clients by identifying improvements and proposing strategic solutions. Key Highlights: 1. Identify end-to-end improvement opportunities and generate value 2. Perform advanced data and CX metric analyses 3. Act as an active change agent and promote continuous experience improvement **About Bradesco** Bradesco is one of Brazil's largest financial groups, with a history marked by pioneering spirit and innovation. Through our broad and 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 lives of millions! 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 Companies and Business team? We drive the transformation of Retail PJ, focusing on improving the journey of PJ Managers and enhancing 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 join the Quality and Customer Voice Monitoring Management team, with the following key responsibilities: * Identify end-to-end improvement opportunities by analyzing complete 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 working groups (business, operations, technology, partners, and other stakeholders), ensuring effective collaboration, objective alignment, conflict management, and integrated delivery progress; * Conduct advanced analyses of CX data, metrics, and indicators (NPS, CSAT, CES, complaints, feedback, etc.), translating analytical insights into practical recommendations for decision-making and strategic initiative prioritization; * Develop and deliver clear, impactful narratives (storytelling) that connect data, problems, and solutions — adapting communication to diverse audiences and hierarchical levels, with strong presentation skills and visibility in strategic forums; * Act as an active change agent, applying problem-solving techniques to address complex challenges, proposing innovative and sustainable solutions, promoting continuous customer experience improvement, and strengthening teamwork. **Requirements and Qualifications** What do you need to have or know? * Completed undergraduate degree in 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, reading 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 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) * 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 Nanny Assistance * Extended Paternity Leave (20 days) * Maternity Leave (180 days), with pregnancy support from conception through postpartum