Senior Customer Experience Strategy Analyst

Bunge Iberica SA; São Paulo; Híbrido; BRL 180 000 - 240 000; Tempo integral

Resumo da oferta

Bunge Iberica SA is seeking a Senior Customer Experience Strategy Analyst to embed CX into the digital transformation program, turning insights from customers, farmers, partners and internal users into action for roadmaps and value realization.

The role partners with business and technology teams, leads Voice of Customer programs, defines CX metrics, and develops journey maps, service blueprints and decision maps to guide strategy, investments and delivery in a global, hybrid work setting.

Qualificações

• Bachelor's degree in a related field.
• Minimum of 5 years in CX, Service Design, UX Research, Digital Strategy or related roles.
• Experience translating insights into strategic roadmaps and measurable outcomes.
• Strong stakeholder management and ability to engage global stakeholders.

Responsabilidades

• Embed CX into strategy and roadmap shaping by translating insights into inputs for strategy and roadmap evolution.
• Embed customer intelligence through strong business partnership and ensure CX evidence informs governance and decisions.
• Define and track CX success metrics tied to adoption, satisfaction and business value.
• Apply CX methods to identify friction, needs and opportunities through research and mapping.
• Bring outside-in perspective and innovation signals into roadmap discussions.
• Create decision-ready CX outputs such as journey maps and personas for stakeholders.
• Guide partner outputs to maintain CX standards and alignment with business objectives.
• Support concept development and POCs where needed to validate ideas.

Conhecimentos

Advanced English

Stakeholder management

Facilitation

Research and insights synthesis

Formação académica

Bachelor’s degree in a related field

Ferramentas

Miro

Figma

PowerPoint

Descrição da oferta de emprego

Senior Customer Experience Strategy Analyst

Role Purpose Statement

As a Senior Customer Experience Strategy Analyst, you will help embed Customer Experience into Bunge’s digital transformation operating model, ensuring that customer, farmer, partner and internal user insights are translated into decision-ready inputs for roadmap priorities, business processes, digital initiatives and value realization.

Working closely with business and technology stakeholders, you will support business goals while ensuring the experience layer is built into strategy, planning and execution. The role requires a broad CX skill set: combining customer research, Voice of Customer, journey and service design, CX metrics, benchmarking, innovation scanning and stakeholder facilitation - to solve complex problems and turn insights into actionable recommendations for business and transformation decisions.

Main Accountabilities

• Embed CX into strategy and roadmap shaping
  Translate customer, farmer, partner and internal user insights into structured inputs for business strategy discussions, capability assessments, initiative mapping, roadmap prioritization and roadmap evolution.
• Embed customer intelligence through strong business partnership
  Partner with business and technology stakeholders to ensure CX evidence and recommendations are integrated into roadmap governance, prioritization, business case development and transformation decisions.Build and scale Voice of Customer practices
  Support the design, standardization and execution of Voice of Customer mechanisms across relevant business areas, ensuring insights are captured, analyzed and translated into actionable recommendations.
• Define and track CX success metrics
  Develop CX metrics connected to business value drivers, adoption, satisfaction, usage behavior, journey performance, task completion, friction points and customer feedback. Use insights to support value realization and roadmap evolution.
• Apply CX methods to identify friction, needs and opportunities
  Use research, interviews, surveys, journey mapping, service blueprinting, decision mapping and workshop facilitation to identify unmet needs, process friction, adoption barriers and opportunity areas.
• Bring outside-in perspective and innovation signals
  Partner with Innovation, Strategy and Data & Analytics teams to bring market benchmarks, competitive signals, emerging trends, startup insights and future-state opportunities into roadmap and business discussions.
• Create decision-ready CX outputs
  Prepare practical CX outputs such as insight briefs, journey maps, personas, service blueprints, opportunity maps, decision maps, CX metric views and recommendations that help stakeholders make better roadmap, investment and delivery decisions.
• Guide partner outputs where needed
  Optionally support the review and quality assurance of CX, discovery, research or journey-mapping outputs delivered by internal teams or external partners, ensuring consistency with CX standards and business objectives.
• Support concept development and POCs where relevant
  Ability to create simple concepts, flows or prototypes in tools such as Figma Make is a plus, especially when needed to support alignment, validation or proof-of-concept discussions.

Knowledge and Skills

• CX Strategy and Business Impact
  Ability to translate customer, farmer, partner and user insights into strategic recommendations, roadmap inputs, business process improvements and value realization.
• Voice of Customer, Research and Insight Synthesis
  Experience with customer listening mechanisms, surveys, interviews, feedback loops and insight programs, combined with strong qualitative and quantitative research skills.
• Journey, Service and Decision Mapping
  Ability to map journeys, services, processes, touchpoints and decision flows to identify friction, unmet needs, adoption barriers and improvement opportunities.
• CX Metrics and Analytics
  Ability to define and interpret CX metrics connected to adoption, usage, satisfaction, task completion, journey performance, behavioral signals and business value drivers.
• Digital Transformation and Roadmap Thinking
  Understanding of how digital initiatives move from business need to roadmap, business case, delivery and value realization.
• Stakeholder Management and Facilitation
  Ability to work with business and technology stakeholders, structure complex discussions, facilitate alignment and communicate recommendations clearly.
• Innovation and Outside-in Perspective
  Ability to use benchmarks, market trends, competitive intelligence and innovation signals to inform future-state opportunities and roadmap evolution.
• Collaboration and Prototyping Tools
  Experience using tools such as Miro, Figma, PowerPoint and other collaboration or visualization tools. Ability to create simple concepts, flows or POCs is an advantage.

Education & Experience

• Bachelor’s degree in Customer Experience, Digital Strategy, Service Design, Human-Computer Interaction, Communication, Innovation, Business, or a related field.
• Minimum of 5 years of experience in Customer Experience, Service Design, UX Research, Digital Strategy, Innovation, Transformation, or consulting roles, preferably in complex global or regional digital environments.
• Experience in strategy and planning, with the ability to apply human-centric methodologies — including Voice of Customer, customer research, journey mapping, service blueprinting, workshop facilitation, insight synthesis and CX metrics — to translate customer, partner and user insights into strategic recommendations that shape roadmap priorities, business process improvements, digital transformation decisions and measurable outcomes.
• Strong interpersonal and stakeholder management skills, with the ability to engage senior business and technology stakeholders, facilitate alignment, influence decisions and communicate recommendations clearly in a global environment.
• Ability to operate in ambiguity, structure complex problems and manage multiple workstreams across cross-functional teams.
• Commitment to continuous learning and staying updated on industry trends, emerging technologies, innovation practices and customer experience best practices.
• Industry certifications such as CCXP, Service Design, UX Research, Design Thinking or related certifications are advantageous.

Language

• Advanced English is required, with the ability to communicate clearly and confidently with global stakeholders, prepare executive-level materials and facilitiate international workshops.
• Spanish is an advantage.

This is a hybrid position.