Digital Client Experience Sr. Analyst

Only candidates with US Work Authorization will be considered.

Job Summary:

• Responsible for creating, mapping, and optimizing customer journeys, identifying pain points and opportunities, and driving initiatives that improve customer satisfaction, engagement, and business outcomes.
• Customer-centric, analytical, data-driven, and experienced in working with cross-functional teams to deliver meaningful experience improvements.

• Key Responsibilities
• Translate customer needs and business objectives into customer journeys and UX requirements that guide the design and optimization of digital experiences.
• Develop customer journey maps, personas, and experience frameworks.
• Map, analyze, and optimize customer journeys across digital touchpoints.
• Lead customer journey reviews and approvals with key stakeholders, including Product, Legal, Compliance, Marketing, and Operations teams, ensuring alignment with business objectives, regulatory requirements, and customer experience standards.
• Identify customer pain points, friction areas, and opportunities for process and experience improvements.
• Collaborate with Product, UX/UI, Marketing, Operations, Technology, Compliance, and Customer Service teams to implement new journeys or journey enhancements.
• Monitor journey performance using customer experience and operational metrics.
• Translate customer feedback, surveys (NPS, CSAT, CES), behavioral data, and market insights into client-friendly journeys.
• Lead customer journey workshops and facilitate alignment across stakeholders.
• Support digital transformation initiatives and customer-centric projects.

• Qualifications & Requirements
• Bachelor's degree in Business Administration, Marketing, Communications, Information Systems, Engineering, or related field.
• 5+ years of experience in Customer Experience (CX), Customer Journey Management, Digital Product, Product Design, or related areas.
• Experience mapping and improving end-to-end customer journeys.
• Strong problem-solving skills.
• Experience working with cross-functional and agile teams.
• Knowledge of customer experience methodologies and design thinking principles.
• Excellent communication and stakeholder management skills.
• Advanced proficiency in English and Portuguese.

• Preferred Qualifications
• Knowledge of UX research and customer behavior analysis.
• Experience with journey analytics and customer experience platforms.
• Familiarity with digital banking, customer onboarding, servicing, and lifecycle communications.
• Experience with tools such as Figma, Miro, Google Analytics, Power BI, or similar platforms.

• Key Competencies
• Customer Centricity
• Problem Solving
• Communication & Influence
• Collaboration
• Innovation Mindset
• Project Management
• Attention to Detail

Bradesco Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Search for this job, NO EMPLOYMENT AGENCIES, HEAD HUNTERS, EXECUTIVE SEARCH FIRMS OR REPRESENTATIVE CALLS PLEASE.