Map, structure, and evolve customer journeys, identifying opportunities for improvement and innovation;
Facilitate workshops and collaborative sessions with multidisciplinary teams to develop customer-centered solutions;
Develop experience pilots and experiments, structuring hypotheses, success criteria, and validation plans;
Translate complex challenges into practical initiatives, driving deliveries from diagnosis to implementation;
Create experience artifacts such as journey maps, service blueprints, flows, ecosystems, experience principles, and prioritization frameworks;
Support the definition of strategic guidelines for the evolution of omnichannel journeys;
Define experience indicators and monitor their performance through quantitative and qualitative analyses;
Cross-reference business data, customer behavior, and research to generate actionable recommendations;
Measure the impact of implemented initiatives, evaluating outcomes and opportunities for continuous improvement;
Support the dissemination of Design and Customer Experience culture, influencing different areas across the organization.

Experience in Service Design, CX/UX, Marketing, or related fields;
Experience mapping customer journeys;
Experience designing and facilitating workshops;
Knowledge of Design Thinking, Service Design, and Discovery methodologies;
Ability to structure pilots, MVPs, and experiments;
Experience analyzing experience indicators and metrics;
Ability to translate data into strategic recommendations;
Comfortable working in multidisciplinary environments and influencing at different organizational levels;
Strong analytical experience.
Differentials: Experience in retail or fashion; Knowledge of Journey Management; Experience with analytics, dashboards, and data visualization tools; Experience with PMO; Knowledge of customer research and qualitative and quantitative methods; Experience managing a portfolio of experience initiatives; Familiarity with Figma, Miro, and collaboration tools.

Commuter allowance and/or shuttle for our distribution centers*
Meal/Food allowance
Holiday gift basket (Christmas)
Home office allowance (for hybrid or remote employment contracts)*
Multi-purpose credit card
Employee discount in our stores
Medical insurance
Dr. Be (telemedicine, telepsychology, nutritional coaching, and sports coaching)
Wellhub (Gympass)
Programs and campaigns developed to promote self-care, health, and well-being for our employees and their families
Balance methodology applied with leadership and teams to strengthen communication and recognition, well-being, and work style/tools
Dental plan
Univers – discounts at Raia and Drogasil pharmacies
Pet health plan
Running coaching
Discounts at universities, schools, language and professional courses
Tickets for cinemas, parks, and much more
People with disabilities are welcome in all our opportunities.

Design and Experience Analyst, III

Key skills