**Vice Presidency:** Innovation and New Businesses **Directorate:** Directorate of Business Acceleration and Smart Home **Work Location:** São Paulo – SP | Eco Berrini The Directorate of Business Acceleration and Smart Home is responsible for accelerating high-impact projects across Vivo’s business, focusing on efficiency as well as new residential experiences—especially within the Smart Home vertical. Want to help us build this new business? **Responsibilities and Assignments** **About the Role** We are seeking a **UX Consultant – Journey Specialist**, with solid experience orchestrating complex customer journeys, discovering and designing end-to-end experiences, integrating cross-functional areas, and leading decision-making processes. This role requires **autonomy**, strategic vision, strong analytical capability, and the ability to lead highly complex topics involving multiple stakeholders—including executives. You will be responsible for **connecting internal customer needs, operations, and technology**, transforming pain points and insights into robust, scalable, and business-viable customer journeys. **Responsibilities and Assignments** * **Lead the design and evolution of end-to-end journeys**, with strategic vision and the ability to anticipate cross-functional impacts. * Conduct discovery rituals (research, immersion, pain-point mapping, behavioral analysis, blueprinting). * Design experience solutions and flows with depth, clarity, and governance—grounded in data and insights. * Orchestrate stakeholders across technology, operations, CX, product, and business to eliminate friction and create simple, integrated experiences. * Lead high-impact discussions, driving strategic alignment and decision-making. * Transform complex problems into clear, scalable, documented journeys with defined ownership. * Support the definition of journey KPIs and experience metrics. * Facilitate co-creation, ideation, prioritization, and solution-design workshops. * Ensure journey transition to operations and technology through adoption governance and change management. * Monitor tests, validations, pilots, and journey implementation—ensuring stability and final experience quality. * Serve as the technical reference in UX, journey design, and customer-centricity within the Directorate. * Lead the structuring of critical journeys and their interdependencies. * Conduct in-depth reviews of processes and critical steps supporting the journey. * Lead teams in building solutions and oversee end-to-end implementation. **Requirements and Qualifications** **Mandatory** * Bachelor’s degree in Design, Engineering, Communications, Administration, Technology, or related fields. * Proven solid experience (5+ years) in UX, Service Design, Customer Journey, or related areas. * Strong hands-on experience designing end-to-end journeys and solving complex, cross-functional problems. * Experience with Service Design, discovery, experience mapping, facilitation, and blueprinting. * Ability to lead strategic meetings, influence decisions, and operate in a consultative capacity. * Advanced Excel skills and proficiency with tools such as Miro, Figma, Jira, Confluence, among others. * Excellent executive communication and ability to translate complex problems into simple, actionable narratives. * Prior experience bridging operations + technology, ensuring designed experiences are feasible and scalable. **Desirable** * Experience in highly complex and innovative environments. * Hands-on experience with projects involving data, automation, or AI applied to customer journeys. * Experience with adoption governance and change management. **Competencies (Soft & Hard Skills)** **Soft Skills** * Leadership of topics and decision-making facilitation. * Influence and articulation across diverse areas and executives. * Executive communication and narrative ability. * Systems thinking, strategic vision, and analytical depth. * Empathy, active listening, and relational intelligence. * Ownership mindset, autonomy, and decision-making capability. **Hard Skills** * Service Design (blueprinting, journey mapping, co-creation). * UX Research (qualitative and quantitative). * End-to-end mapping and identification of journey gaps. * Prototyping and documentation (Figma, Miro). * Advanced facilitation. * Cross-functional governance and adoption. **Desirable Previous Experience** * Leadership in redesigning complex journeys within cross-functional initiatives. * Leading integrations between operations and technology (requirements, testing, validation, stabilization). * Experience in matrixed environments with multiple stakeholders. * Involvement in AI or digital product projects with strong cross-functional dependencies. **Additional Information** Here’s what we offer you: At Vivo, we spare no effort in supporting and valuing our employees. These aren’t just excellent benefits—they’re also flexible. • Choose the ideal benefit for you and your dependents via a digital platform offering various categories including Gym, VR, VA, Pharmacy Allowance, Medical Assistance, Dental Assistance, and Life Insurance; • Corporate mobile phone. Yes—a brand-new smartphone for you! • Unlimited voice and data plan! Yes, unlimited! On Brazil’s best mobile network—faster than ever with Vivo’s 5G! • An exclusive Vivo offer with special discounts on landline, broadband, TV, and apps; • Eligibility for annual Bonus or PPR (Profit Sharing Plan); • Plan your future through our Private Pension Plan; • Have children? You’ll receive a subsidy to help cover school, daycare, or babysitter expenses; • Work in an environment that respects your personality, your style of dress, your way of being—and where you can be authentically yourself. \#VemdeVocê • Work remotely up to two days per week. \#Mobility • Enjoy flexible working hours; • Take a day off (Day Off) to celebrate your birthday; • Participate in one of the largest corporate volunteer programs—to help you transform the world; • Access our Educational Development Program, offering partnerships with educational institutions at discounted rates, certifications, and online courses; • Accelerate your career through our Internal Recruitment Program—across Brazil or internationally, as we operate in over 17 countries! \#VivoMinhaCarreira • Benefit from a suite of initiatives to improve your physical, emotional, and social well-being! Here, we have \#VivoBemEstar, encouraging our team to adopt healthy habits and enjoy a higher quality of life! Available to our employees: nutritionist consultations, psychologists, social workers, telemedicine, and much more! • All our positions are open to people with disabilities and/or rehabilitated individuals. We foster a culture that values diversity, differences, and individual potential! \#VivoDiversidade \#VemPraVivo We are part of Telefônica Group, Brazil’s telecommunications leader. Our purpose is to **Digitalize to Connect** people, businesses, and society as a whole—building a more connected nation and transforming the lives of Brazilians. We aim to expand our customers’ autonomy, personalization, and real-time choices—putting them in control of their digital lives with security and reliability—all backed by Vivo’s unmatched quality. To make this possible, we are leading a digital transformation and revolutionizing our company from within. We’ve implemented agile methodologies across the entire organization, striving to connect with the most innovative and collaborative ways of working. We act to foster a diverse and inclusive environment that stimulates creativity, drives innovation, and increases engagement. At Vivo, culture is the force that transforms strategy into action. We are driven by **Purple Passion**—our unique ability to envision, execute, and overcome barriers with entrepreneurial courage, anticipate trends, and build a future we’re proud of. This energy connects diversity, innovation, and sustainability—turning purpose into impact through technology and its infinite possibilities. **To live this essence, we seek people who embody our 5 Passions**—behaviors reflecting who we are and how we make a difference: * **"The customer’s time is now"**: Solve immediately what truly matters to the customer. * **"People are our best technology"**: Adopt a constructive attitude, collaborate, and trust in human connections. * **"Curiosity works well"**: Act courageously, test new ideas, and learn from every discovery. * **"It can be simpler"**: Get straight to the point, solve with those who matter, and simplify the path. * **"Results are mine"**: Take responsibility for your actions and outcomes—recognizing that omissions also generate impact. We believe **diversity**—in people, backgrounds, cultures, behaviors, skills, and attitudes—is a key differentiator, reflecting the society we live in. We run a robust internal program anchored in five pillars: Gender, LGBTI+, Race, Persons with Disabilities (PcD), and 50+. Its goal is to ensure a more inclusive culture and a more diverse, representative workplace. We are a **technology** company, inspired by diversity and **innovation**, offering space for everyone, supporting and embracing differences. We believe the path to delivering the best experience to our customers begins with delivering a great experience to our employees. **\#VemPraVivo**