Specialist Consultant – Governance

Verity Group

Consultant Specialist in Digital Journey Governance supporting organizations in contact transformation. Focusing on customer experience, operational improvements, and AI integration.

Posted 7/15/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in digital transformation and customer experience improvement, with a strong focus on process mapping, analytics, and stakeholder engagement. Proficient in leading workshops and defining metrics to enhance service journeys and reduce customer contacts.

Highest-signal resume keywords

Digital Transformation ExperienceProcess Mapping KnowledgeBPMN Methodology ExperienceCustomer Experience Environment ExperienceGenerative AI Initiatives Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process MappingCustomer Experience ImprovementAnalytical SkillsJourney MappingDiagnostics of Service JourneysBacklog PrioritizationMetrics DefinitionRoot Cause AnalysisDigital Channel AssessmentWorkshop Facilitation

Soft Skills

Excellent Communication SkillsConsultative MindsetStakeholder Engagement

Tools & Technologies

IVRsChatbotsAI Agents

Certifications & Qualifications

CX CertificationBPM CertificationLean CertificationAgile Certification

Industry Keywords

Customer Service TransformationDigital Journey GovernanceContact CenterDigital ServiceCustomer Experience

About the role

Key responsibilities & impact

Verity is seeking a Specialist Consultant in Digital Journey Governance to work on strategic customer service transformation initiatives.
Support large organizations in identifying root causes of customer contacts, reducing transfers, and improving customer experience.
Conduct diagnostics of service journeys to identify improvement opportunities and reduce transfers.
Map end-to-end processes involving digital channels and human-assisted service.
Investigate root causes of primary contact reasons using operational data, surveys, and interviews with business stakeholders.
Facilitate discovery workshops, journey mapping sessions, and opportunity definition.
Consolidate hypotheses, analyses, and executive recommendations for different stakeholders.
Structure and prioritize a backlog of improvements considering business impact, customer experience, and feasibility.
Work closely with technology, operations, and product teams in defining initiatives.
Assess service flows involving IVRs, chatbots, AI agents, and digital channels.
Define metrics to track the evolution of journeys and the reduction of contacts.
Support digital transformation programs and the adoption of AI applied to customer service.

Requirements

What you’ll need

Experience in digital transformation, CX, or customer service projects.
Knowledge of process and journey mapping.
Experience with BPMN or other process modeling methodologies.
Experience in contact center, digital service, or customer experience environments.
Ability to lead workshops and conduct interviews with business stakeholders.
Excellent written and verbal communication skills.
Analytical and consultative mindset.
Preferred qualifications: experience in digital channel modernization programs.
Experience in initiatives involving Generative AI.
Certifications in CX, BPM, Lean, or Agile.

Benefits

Comp & perks

Meal voucher
Grocery allowance
Home office allowance
Health insurance
Dental insurance
Life insurance
Employee discount partnerships
Corporate discounts with retailers and educational institutions
Ongoing agile training
Alura subscriptions (online learning platform)