Senior Customer Experience Strategist

2 meses atrás

São Paulo, São Paulo, Brasil Bunge Tempo inteiro
About the Role

We are seeking a highly skilled Senior Customer Experience Strategist to join our team at Bunge. As a key member of our global team, you will play a crucial role in shaping and optimizing our digital products to deliver exceptional customer experiences.

Key Responsibilities
  • Develop high-fidelity mockups and prototypes for digital products, ensuring alignment with user requirements and business goals.
  • Lead the development and optimization of the digital roadmap for global digital products, ensuring alignment with company objectives and customer needs.
  • Utilize user-centered design principles to drive the creation of innovative digital solutions that enhance stakeholder experiences.
  • Continuously monitor and analyze digital products and experiences to identify areas for improvement and optimization.
  • Collaborate with cross-functional teams including product management, design, engineering, and marketing to ensure alignment and integration of digital solutions.
  • Define and track key performance indicators (KPIs) to measure the success of digital products and experiences, using data and analytics to drive decision-making.
  • Offer strategic guidance throughout the product lifecycle, from conception to optimization, ensuring a customer-centric approach.
  • Participate in surfacing new ideas, capabilities, and customer insights, contributing to the evolution of our customer experience strategy.
  • Omni-Channel Integration: Integrate and optimize customer experiences across various channels to ensure consistency and accessibility.
  • Personalization: Develop strategies to enhance personalized customer interactions, tailoring services and products to individual preferences.
  • Predictive Analytics: Utilize data-driven insights and predictive analytics to anticipate customer needs and proactively address pain points.
  • Client-Centric Decision-Making: Grounded in client-centric principles, the CX Lead's decisions in roadmap development aim to deliver the best possible experience and outcomes for clients, fostering long-term satisfaction and loyalty while considering the broader business landscape.
  • Support strategic program for Customer Experience, including Roadmap Development: Direct initiatives, providing CX strategic direction to align with organizational strategies across multiple teams. This involves overseeing comprehensive roadmaps, integrating technologies, personalization, and omni-channel optimizations to prioritize a seamless customer journey and enhance decision-making.
  • Analytical Decision-Making: Utilize strong analytical skills to interpret customer data and market trends, informing data-driven decisions for improved customer satisfaction.
  • Change Management: Drive organizational change to adapt processes and culture for enhanced customer experience, demonstrating effective change management skills.
  • Employee Engagement and Culture: Foster a positive, customer-centric culture by engaging and motivating teams, ensuring alignment with customer experience objectives.
Requirements
  • Bachelor's degree in Digital Product Design, Business, Media & Communication or a related field.
  • Industry certifications such as CCXP, Service Design, UX design are advantageous.
  • Continuous learning and staying updated on industry trends.
  • Minimum of 3-5 years of experience in customer experience project management, working in a CX/Service Design/UX team or working as a CX/Digital Strategy expert in consulting firm.
  • Proven track record of successfully implementing customer experience strategies, with an additional advantage in roadmap management.
  • Proficiency in designing digital products with a focus on user-centered design principles, including the development of high-fidelity mockups and prototypes that align with user requirements and business goals.
  • Previous experience in strategy and planning, encompassing user-centered design and customer experience, with a demonstrated ability to develop and optimize digital roadmaps for global products.
  • Familiarity with customer experience mechanics such as journey mapping, personas, and product roadmaps, and the ability to leverage these tools to enhance stakeholder experiences.
  • Ability to analyze research and analytics to derive actionable customer insights, providing valuable analysis and artifacts to support the development of strategic insights.
  • Strong interpersonal skills, with the ability to communicate effectively with technical and business stakeholders, facilitating collaboration and understanding between cross-functional teams.
  • Full proficiency in English to facilitate seamless international collaboration with stakeholders worldwide.
  • Ability to think strategically and solve problems effectively to drive impactful outcomes, offering strategic guidance throughout the product lifecycle to ensure a customer-centric approach.
  • Capacity to propose alternative solutions and implement recommendations efficiently, making disciplined decisions based on analysis and strategic insight.
  • Comfort working within an agile environment, managing multiple workstreams simultaneously, and collaborating effectively with cross-functional teams to deliver digital solutions.
  • Ability to contribute to both high-level strategy and tactical implementation efforts, taking a holistic approach to digital product design and optimization.
  • Customer Journey Mapping: Skill in using customer journey mapping techniques to visualize and optimize end-to-end customer experiences.
  • Data Analytics: Ability to interpret customer data using tools like Google Analytics for actionable insights.
  • Digital Collaboration Tools: Experience with collaborative platforms Figma, Miro) for effective communication and cross-functional collaboration.
  • Human-centric Methodologies: Understanding of user-oriented research and workshop methodologies, such as basic quantitative and qualitative research tools, as well as Design Thinking.
About Bunge

Bunge is a world leader in sourcing, processing and supplying oilseed and grain products and ingredients. Founded in 1818, Bunge's expansive network feeds and fuels a growing world, creating sustainable products and opportunities for more than 70,000 farmers and the consumers they serve across the globe. The company is headquartered in St. Louis, Missouri and has 25,000 employees worldwide who stand behind more than 350 port terminals, oilseed processing plants, grain facilities, and food and ingredient production and packaging facilities around the world.

Bunge is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, transgender status, national origin, citizenship, age, disability or military or veteran status, or any other legally protected status. Bunge is an Equal Opportunity Employer. Minorities/Women/Veterans/Disabled

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