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About the role
Key responsibilities & impact- Map stakeholders impacted by initiatives for relationship initiation/onboarding for Individuals (PF), Companies (PJ) and Agro clients, identifying levels of influence, interest and possible resistance to change.
- Analyze the impact of changes on processes, systems and operational routines, ensuring an end-to-end view of onboarding journeys and their critical touchpoints.
- Design and execute change management strategies aligned with business objectives, including communication, training and engagement components.
- Develop clear, segmented communication plans to ensure all stakeholders understand the purpose, benefits and implications of the changes.
- Create and coordinate training plans and support materials, ensuring customer service, operations and support teams are properly prepared.
- Monitor adoption and engagement indicators for implemented initiatives, proposing adjustments to the team based on data and collected feedback.
- Work closely with product, technology, operations and business teams to ensure continuous alignment and to anticipate change-related risks.
- Document learnings, best practices and results from change initiatives, contributing to the organization’s maturity on the subject and supporting the creation and maintenance of the area’s knowledge bases (KBs).
- Ensure the sustainability of implemented changes by tracking the consolidation of new processes and behaviors in day-to-day operations.
Requirements
What you’ll need- Bachelor's degree in Administration, Design, Marketing, Engineering, Psychology, Communication or related fields.
- Previous experience in change management within corporate environments. Advantageous: experience in financial institutions or credit unions.
- Experience in projects involving customer journeys (e.g., onboarding, account opening or digital experience) is a plus.
- Strong command of change management methodologies and frameworks.
- Familiarity with project management practices and agile methodologies, with the ability to work in dynamic, cross-functional environments.
- Ability to apply impact analysis techniques, stakeholder management, and communication and training plans.
- Use indicators and metrics to measure adoption, engagement and the effectiveness of change initiatives.
- Familiarity with communication, collaboration and project tracking tools (e.g., PowerPoint, Excel, Miro, Jira, Confluence or similar).
- Strong communication skills with the ability to translate complex topics into clear, objective messages.
- Ability to build relationships and influence across different hierarchical levels and organizational areas.
- Systemic view and structured thinking, connecting the impacts of changes across end-to-end journeys.
- Results- and data-oriented, using evidence for decision-making and prioritization of actions.
- Demonstrate empathy and active listening to understand resistances and needs of impacted audiences.
- Ability to adapt easily to environments of constant change and multiple simultaneous initiatives.
- Experience in credit unions, banks or fintechs.
- Knowledge of account opening processes for Individuals (PF), Companies (PJ) and/or Agro clients.
- Possess a change management certification.
Benefits
Comp & perks- Fixed 14th and 15th salaries.
- Profit-sharing / Performance participation (depending on seniority).
- Health and dental plans with no co-payment.
- Wellness programs through Wellhub (formerly Gympass), including nutrition, psychology, occupational health, massage, running groups and local gym access.
- Meal and food vouchers with flexible allocation between VA/VR cards, with no co-payment.
- Extended maternity and paternity leave.
- Childcare or nanny allowance for children up to 6 years and 11 months.
- Allowance for children with disabilities, no age limit.
- Life insurance.
- Private pension plan up to 8% of salary.
- Training platform – Sicredi Aprende, offering a variety of courses.
- 40-hour workweek – using a time bank system.
- Remote work allowance (except for positions that are 100% on-site).
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
change management methodologiesimpact analysis techniquesstakeholder managementcommunication planstraining planscustomer journey projectsagile methodologiesproject management practicesmetrics for adoptiondata analysis
Soft Skills
strong communication skillsrelationship buildinginfluencesystemic viewstructured thinkingresults-orienteddata-orientedempathyactive listeningadaptability
Certifications
change management certification