[Job - 31107] Salesforce Sr Business Analyst/Product Analyst for Customer Experience, Brazil
Job Overview
We are seeking a motivated and detail-oriented Business / Product Analyst with 3 to 5 years of experience to join our team. This role is crucial for overseeing the requirements of our Consumer Experience Operation within a B2C context for a Consumer Packaged Goods (CPG) company. The successful candidate will work closely with cross-functional teams to facilitate the migration of our current Core CRM to Salesforce Service Cloud and enhance customer interaction across various channels.
Key Responsibilities
Collaborate with the Business Owner and Project Manager to prioritize requirements and define the roadmap for release packages.
Interview users, analyse systems and documentation to identify and document requirements
Analyze and document business requirements for the Consumer Experience Operation, focusing on channels such as Contact Us, Email, Chat, WhatsApp, Social Listening, and Phone/IVR.
Support the migration of the current Core CRM to Salesforce Service Cloud within the first 12-18 months.
Engage with global teams in Brazil, USA, India, and Mexico to ensure alignment and effective communication.
Utilize product management methodologies to drive project success and ensure stakeholder satisfaction.
Proactively identify opportunities for process improvements and enhance customer experience across all channels.
Understanding of Costumer Experience and Contact Center KPIs.
Must-Have Skills
3 to 5 years of experience as a Business Analyst or in a similar product management role.
Strong background in Customer Experience environments
Proficient in Business English (written and conversational).
Demonstrated initiative and proactivity
Remote position with some visits to Client and CI&T sites
Preferred Skills
Experience in Contact Center operations or Business Process Outsourcing (BPO).
Familiarity with Salesforce Service Cloud and its functionalities.
Knowledge of product management methodologies.