Sr Customer Experience Designer

Bunge Iberica SA; São Paulo; Presencial; BRL 180 000 - 280 000; Tempo integral

Resumo da oferta

Bunge Iberica SA in São Paulo is seeking a Senior Customer Experience Designer to embed CX into strategy and drive transformation. You will translate insights from customers, farmers and partners into actionable roadmap inputs and measurable outcomes.

Collaborate with business and technology stakeholders, build Voice of Customer programs, define CX metrics, and support journey mapping, service design and innovation across global teams.

Qualificações

• Bachelor’s degree in Customer Experience, Digital Strategy, Service Design, HCI, or related field.
• Minimum 5 years in CX, service design, UX or transformation roles in global/regional contexts.
• Experience translating insights into roadmap priorities, business processes and value realization.

Responsabilidades

• Embed CX into strategy and roadmap shaping across the business.
• Build and scale Voice of Customer practices.
• Define and track CX success metrics tied to business value.
• Identify friction, unmet needs and opportunities using CX methods.
• Collaborate with Innovation, Strategy and Analytics to bring trends into roadmaps.
• Prepare CX outputs like insight briefs, journey maps and service blueprints.

Conhecimentos

CX Strategy

Voice of Customer

Journey Mapping

CX Metrics

Digital Transformation

Stakeholder Management

Facilitation

Prototyping Tools

Formação académica

Bachelor’s degree in CX/Strategy/UX

Ferramentas

Miro

Figma

PowerPoint

Descrição da oferta de emprego

Sr Customer Experience Designer

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.
• 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 facilitate international workshops.
• Spanish is an advantage.