Job Summary: We are seeking a Digital Experience Specialist for preventive customer engagement to lead innovative solutions and balance financial outcomes with customer health. Key Highlights: 1. Lead the conceptualization and implementation of innovative solutions. 2. Ensure balance between financial results and customer health. 3. Replace advisory roles with an intelligent and personalized digital journey. We are looking for a **Digital Preventive Customer Experience Specialist** to lead the conceptualization and implementation of innovative solutions that transform the preventive stage of the credit lifecycle into a unique digital experience. This role will be strategic in ensuring balance between the bank’s financial results and the customer’s financial health, replacing the current advisory role performed by relationship managers with an intelligent and personalized digital journey. * **Design preventive customer journeys:** Develop digital strategies and flows that anticipate needs and reduce risks, ensuring a smooth and effective customer experience. * **Explain the need and value of preventive measures to the customer:** Create narratives and mechanisms that clearly demonstrate the benefits of preventive measures, reinforcing their importance for the customer’s financial stability. * **Prototyping and customer experimentation:** Conduct tests, validate hypotheses, and refine solutions based on real feedback, ensuring the digital journey is intuitive and effective. * **In-depth analysis of customer needs:** Map pain points and opportunities in the preventive stage to propose solutions that reconcile experience, revenue, and loss mitigation. * **Integration with strategic areas:** Act as team leader and central point of contact, coordinating across multiple areas (credit, product, technology, UX, data) to ensure alignment and execution. * Experience in journey design, UX, or Customer Experience. * Knowledge of the credit lifecycle and financial products. * Proficiency in agile methodologies, prototyping, and experimentation. * Analytical capability to balance customer experience and business objectives. * Excellent communication and influence skills to engage stakeholders. Competencies: Owner mindset; Customer focus; Constructive indignation; Interpersonal relationships; Teamwork; Knowledge of the credit lifecycle and financial products; Proficiency in agile methodologies; prototyping and experimentation; Analytical capability to balance customer experience and business objectives; Excellent communication and influence skills to engage stakeholders * **Preferred Qualifications:** * Experience with digital projects in complex environments. * Familiarity with data analysis and experience metrics. We are continuously transforming—and we hope you’ll help us on this journey! Do you identify with this opportunity? Want to join our team? Apply to our opening. \#vemproItaú Itaú will use the information provided for recruitment processes, including placement in job databases hosted on third-party platforms. If you wish to object to this use or exercise any of your rights, please contact us through the channels available in Itaú Unibanco’s Candidate Privacy Policy (https://www.itau.com.br/privacidade/candidatos/). Consent is not required—it is solely for your awareness.
João Silva
Indeed · HR
João Silva
Indeed · HR
