Sr Customer Experience Designer

Bunge · São Paulo

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Role Purpose Statement

As a Senior Customer Experience Strategy Analyst, you will help embed Customer Experience into Bunge’s digital transformation operating model, ensuring that customer, farmer, partner and internal user insights are translated into decision-ready inputs for roadmap priorities, business processes, digital initiatives and value realization.

Working closely with business and technology stakeholders, you will support business goals while ensuring the experience layer is built into strategy, planning and execution. The role requires a broad CX skill set: combining customer research, Voice of Customer, journey and service design, CX metrics, benchmarking, innovation scanning and stakeholder facilitation - to solve complex problems and turn insights into actionable recommendations for business and transformation decisions.

Main Accountabilities

• Embed CX into strategy and roadmap shaping
  Translate customer, farmer, partner and internal user insights into structured inputs for business strategy discussions, capability assessments, initiative mapping, roadmap prioritization and roadmap evolution.

• Embed customer intelligence through strong business partnership

• Partner with business and technology stakeholders to ensure CX evidence and recommendations are integrated into roadmap governance, prioritization, business case development and transformation decisions.Build and scale Voice of Customer practices
  Support the design, standardization and execution of Voice of Customer mechanisms across relevant business areas, ensuring insights are captured, analyzed and translated into actionable recommendations.

• Define and track CX success metrics

• Develop CX metrics connected to business value drivers, adoption, satisfaction, usage behavior, journey performance, task completion, friction points and customer feedback. Use insights to support value realization and roadmap evolution.

• Apply CX methods to identify friction, needs and opportunities

• Use research, interviews, surveys, journey mapping, service blueprinting, decision mapping and workshop facilitation to identify unmet needs, process friction, adoption barriers and opportunity areas.

• Bring outside-in perspective and innovation signals

• Partner with Innovation, Strategy and Data & Analytics teams to bring market benchmarks, competitive signals, emerging trends, startup insights and future-state opportunities into roadmap and business discussions.

• Create decision-ready CX outputs

• Prepare practical CX outputs such as insight briefs, journey maps, personas, service blueprints, opportunity maps, decision maps, CX metric views and recommendations that help stakeholders make better roadmap, investment and delivery decisions.

• Guide partner outputs where needed

• Optionally support the review and quality assurance of CX, discovery, research or journey-mapping outputs delivered by internal teams or external partners, ensuring consistency with CX standards and business objectives.

• Support concept development and POCs where relevant
• Ability to create simple concepts, flows or prototypes in tools such as Figma Make is a plus, especially when needed to support alignment, validation or proof-of-concept discussions.

Knowledge and Skills

• CX Strategy and Business Impact

• Ability to translate  customer, farmer, partner and user insights into strategic recommendations, roadmap inputs, business process improvements and value realization.

• Voice of Customer, Research and Insight Synthesis

• Experience with customer listening mechanisms, surveys, interviews, feedback loops and insight programs, combined with strong qualitative and quantitative research skills.

• Journey, Service and Decision Mapping

• Ability to map journeys, services, processes, touchpoints and decision flows to identify friction, unmet needs, adoption barriers and improvement opportunities.

• CX Metrics and Analytics

• Ability to define and interpret CX metrics connected to adoption, usage, satisfaction, task completion, journey performance, behavioral signals and business value drivers.

• Digital Transformation and Roadmap Thinking

• Understanding of how digital initiatives move from business need to roadmap, business case, delivery and value realization.

• Stakeholder Management and Facilitation

• Ability to work with business and technology stakeholders, structure complex discussions, facilitate alignment and communicate recommendations clearly.

• Innovation and Outside-in Perspective

• Ability to use benchmarks, market trends, competitive intelligence and innovation signals to inform future-state opportunities and roadmap evolution.

• Collaboration and Prototyping Tools
• Experience using tools such as Miro, Figma, PowerPoint and other collaboration or visualization tools. Ability to create simple concepts, flows or POCs is an advantage.

Education & Experience

• Bachelor’s degree in Customer Experience, Digital Strategy, Service Design, Human-Computer Interaction, Communication, Innovation, Business, or a related field.
• Minimum of 5 years of experience in Customer Experience, Service Design, UX Research, Digital Strategy, Innovation, Transformation, or consulting roles, preferably in complex global or regional digital environments.
• Experience in strategy and planning, with the ability to apply human-centric methodologies — including Voice of Customer, customer research, journey mapping, service blueprinting, workshop facilitation, insight synthesis and CX metrics — to translate customer, partner and user insights into strategic recommendations that shape roadmap priorities, business process improvements, digital transformation decisions and measurable outcomes.
• Strong interpersonal and stakeholder management skills, with the ability to engage senior business and technology stakeholders, facilitate alignment, influence decisions and communicate recommendations clearly in a global environment.
• Ability to operate in ambiguity, structure complex problems and manage multiple workstreams across cross-functional teams.
• Commitment to continuous learning and staying updated on industry trends, emerging technologies, innovation practices and customer experience best practices.
• Industry certifications such as CCXP, Service Design, UX Research, Design Thinking or related certifications are advantageous.

Language

• Advanced English is required, with the ability to communicate clearly and confidently with global stakeholders, prepare executive-level materials and facilitate international workshops.
• Spanish is an advantage.

P.S. Please upload your résumés in English only.

Na Bunge, nosso objetivo é conectar agricultores a consumidores para fornecer alimentos, ingredientes para nutrição animal e combustível essenciais para o mundo. Como uma fornecedora líder de soluções para o agronegócio, nossa equipe de aproximadamente 34.000 colaboradores dedicados atua em parceria com agricultores ao redor do mundo para movimentar commodities agrícolas de onde são produzidas para onde são necessárias — de maneira mais rápida, inteligente e eficiente. Somos uma empresa líder mundial em originação, armazenamento, distribuição, além de processamento e refino de oleaginosas, oferecendo um amplo portfólio de óleos, gorduras e proteínas de origem vegetal. Atuamos lado a lado com nossos clientes em ambas as pontas da cadeia de valor para fornecer produtos de qualidade e desenvolver soluções inovadoras e personalizadas que atendam às necessidades em constante evolução dos consumidores. Com mais de 200 anos de experiência e presença em mais de 50 países, temos o compromisso de fortalecer a segurança alimentar global, promover a sustentabilidade e contribuir para a prosperidade das comunidades onde operamos. A Bunge tem sede registrada em Genebra, Suíça, e sua sede corporativa está localizada em St. Louis, Missouri, EUA. Saiba mais em bunge.com.br.

Diariamente, nossos profissionais incorporam os valores que são a essência da Bunge:

• •    SOMOS UM SÓ TIME– Colaborativo, respeitoso e inclusivo
• •    LIDERAMOS O CAMINHO – Somos ágeis, Empoderados e inovadores
• •    FAZEMOS O QUE É CERTO – Com segurança, de forma sustentável e com integridade

Reconhecemos que nosso sucesso depende da variedade de perspectivas que cada um de nossos colaboradores agrega à Bunge. Estamos empenhados em promover práticas para nutrir uma cultura de pertencimento para todos. Globalmente, apoiamos os Princípios de Empoderamento das Mulheres, de ONU Mulheres. No Brasil, somos associados ao Mover - Movimento pela Equidade Racial, e fomos eleitos pela ferramenta global Disability Index Report® como um dos melhores locais para se trabalhar em relação à inclusão de pessoas com deficiência. Atuamos continuamente em prol de nosso compromisso de deixar um legado positivo em todas as comunidades onde atuamos.

Se você se identifica com esses valores, junte-se a nós! Valorizamos e investimos em pessoas que acreditam em nosso propósito e o vivenciam com entusiasmo a cada dia – pessoas que têm #OrgulhodeSerBunge

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