Senior Business Consultant – Customer Experience and Customer Value Management

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Perform diagnostics utilizing data analysis, KPIs, and other metrics for business sectors across various industries;

• Create management and executive presentations that encapsulate the findings from process diagnostics and prepare presentation materials;

• Identify and quantify improvement initiatives for the analyzed processes, formulate implementation plans, and track the results achieved;

• Conduct interviews and facilitate workshops with stakeholders to map processes, pinpoint deviations/bottlenecks, and uncover root causes;

• Assist in managing project scope and overseeing the escalation process to ensure adherence to schedule and scope;

• Collaborate effectively within teams, maintaining clear and assertive communication;

• Act as a project reference point, offering solutions and proactively addressing project requirements;

• Assist fellow consultants with project-related tasks;

• Review documents, databases, and reports to generate analyses.

⛳️ Requirements

• Education: Bachelor’s degree in Engineering, Business Administration, Economics, Marketing, or related fields.

• Strong analytical skills, with experience in transforming qualitative and quantitative data into business decisions, prioritized hypotheses, and actionable recommendations.

• Strategic perspective to connect Customer Experience initiatives with the company’s financial and strategic goals, weighing trade-offs, effort, and impact.

• Ability to measure the value of CX initiatives (e.g., retention, churn, LTV, operational efficiency, effort reduction).

• Expertise in CX-related metrics and indicators (NPS, CES, CSAT, among others), with a critical understanding beyond mere scores.

• Experience in mapping, critically evaluating, and redesigning end-to-end journeys and processes, focusing on tangible impacts for both the customer and the business.

• Facilitation of strategic workshops involving stakeholders from various areas and levels, including senior leadership.

• Strategic communication and decision-focused storytelling, including the preparation and delivery of executive presentations.

• Capability to translate recommendations into actionable plans, complete with metrics, responsible parties, and result tracking.

• Proficiency in MS Office (Excel, PowerPoint, Word).

• Must reside in São Paulo (SP) or Rio de Janeiro (RJ).

• Preferred knowledge: experience in digital transformation or CX projects, certifications in Lean, Six Sigma (Green Belt), or process management, and prior experience in business consulting.

🏝️ Benefits

• All Points (points program for flights and hotels)

• Medical insurance

• Dental insurance

• Life insurance

• Meu Pet Club (pet benefits)

• Mobility package (including fuel option)

• Flex Reimbursement (glasses, vaccinations, education, and other expenses)

• Meal allowance and/or food allowance

• Commuter voucher (VT), Birthday off, Gympass, 180-day maternity leave and 30-day paternity leave, plus childcare assistance during the baby’s first year

• BIP Academy with webinars and remote training. Mentorship program offering access to various professionals across different profiles and areas of expertise.