TIM Brasil

Customer Journey Professional – Senior

TIM Brasil

full-time

Posted on:

Location Type: Hybrid

Location: Rio de Janeiro • 🇧🇷 Brazil

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Job Level

Senior

About the role

  • Responsible for monitoring the customer journey across Ultrafibra’s sales channels, from service implementation onward, proposing improvements to interaction points to ensure the journey becomes increasingly welcoming, empathetic, and seamless.
  • Identify and propose new approaches to meet customer needs.
  • Establish performance metrics to evaluate customer experience in these interactions.
  • Conduct user interviews to understand pain points.
  • Map user and customer journeys, reviewing all touchpoints to design effective interactions.
  • Execute data and project management routines.
  • Analyze data and cases that inform the continuous improvement of sales channel journeys.
  • Identify opportunities to improve customer journeys and define related action plans.
  • Lead cross-functional squads focused on continuous process improvement with a customer and business focus.
  • Prepare executive-level presentations.

Requirements

  • Experience in mapping and documenting customer journeys.
  • Experience creating and tracking project timelines/schedules.
  • Preferable experience in Telecom, specifically in the broadband internet segment.
  • Preferable experience with IT processes and projects related to sales and customer service.
  • Intermediate knowledge of agile methodologies, continuous improvement, and risk management.
  • Advanced MS Office skills, especially Excel and PowerPoint.
  • Bachelor’s degree in Business Administration, Engineering, or a technology-related field.
  • MBA or specialization in CX, Digital, or Journey Design is desirable.
Benefits
  • Flexible Benefits Program
  • Medical and Dental Coverage *
  • Medication Benefit *
  • Wellhub (formerly Gympass) *
  • Meal and/or Food Voucher
  • Financial Well‑Being Program
  • Private Pension Plan
  • Company mobile phone with unlimited internet and a voice allowance
  • Partnerships and discounts with over 3,000 companies and institutions, including discounts on electricity bills and broadband internet
  • Online English course extendable to one family member or friend
  • Internal Training and Development Program
  • Profit Sharing
  • "My First Benefit" – Support for children up to 2 years of age
  • Daycare reimbursement (for parents)
  • Flexible work models and schedules
  • Happy Day – one day off in your birthday month
  • Extended leave for maternity, paternity, marriage, and adoption
  • Transportation voucher
  • And more!

Applicant Tracking System Keywords

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

Hard skills
customer journey mappingproject managementdata analysisperformance metricsagile methodologiescontinuous improvementrisk managementMS OfficeExcelPowerPoint
Soft skills
empathycommunicationleadershipproblem-solvingcollaborationpresentation skills
Certifications
Bachelor’s degree in Business AdministrationBachelor’s degree in EngineeringBachelor’s degree in technology-related fieldMBA in CXMBA in Digitalspecialization in Journey Design