Itaú Unibanco

Digital Recovery Experience Specialist

Itaú Unibanco

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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About the role

  • Design preventive journeys:
  • Develop digital strategies and flows that anticipate needs and reduce risks, ensuring a smooth and effective customer experience.
  • Communicate the need for and value of preventive measures to customers:
  • Create narratives and mechanisms that clearly demonstrate the benefits of preventive actions, emphasizing their importance for the customer’s financial balance.
  • Prototyping and experimentation with customers:
  • Conduct tests, validate hypotheses, and refine solutions based on real feedback, ensuring the digital journey is intuitive and resolution-oriented.
  • In-depth analysis of customer needs:
  • Map pain points and opportunities in the prevention stage to propose solutions that reconcile experience, revenue, and loss mitigation.
  • Integration with strategic areas:
  • Act as the team leader and focal point, coordinating with multiple areas (credit, product, technology, UX, data) to ensure alignment and execution.

Requirements

  • Experience in journey design, UX, or Customer Experience.
  • Knowledge of the credit cycle and financial products.
  • Proficiency in agile methodologies, prototyping, and experimentation.
  • Analytical ability to balance customer experience and business objectives.
  • Excellent communication and influencing skills to engage stakeholders.
  • Competencies: Ownership mindset; Customer focus; Constructive challenge; Interpersonal skills; Teamwork; Knowledge of the credit cycle and financial products; Proficiency in agile methodologies, prototyping, and experimentation; Analytical skills to balance customer experience and business objectives; Excellent communication and influencing skills to engage stakeholders.
Benefits
  • Preferred qualifications:
  • Experience with digital projects in complex environments.
  • Familiarity with data analysis and experience metrics.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
journey designUXCustomer Experienceagile methodologiesprototypingexperimentationanalytical skills
Soft skills
excellent communicationinfluencing skillsownership mindsetcustomer focusconstructive challengeinterpersonal skillsteamwork