Brazil
GFT Technologies SE
Capgemini
Customer Experience Specialist
Brazil
Barueri, São Paulo, Brazil
AWSFigma
Automatic translation. Check the original.
About the opportunity
Are you passionate about technology, innovation, and want to be part of an inclusive, collaborative, and constantly evolving environment? Then this opportunity is for you!
At Capgemini, we value work-life balance. That's why we offer flexible work models, which can vary between remote, hybrid, or on-site, depending on project needs. Our goal is to provide the best experience for you, respecting your lifestyle and promoting well-being.
We are looking for a Customer Experience Specialist to join our team.
Make it Real
At Capgemini, we unleash human energy through technology to build a more inclusive, sustainable, and innovative future. If you share these values, come transform the world with us!
Responsibilities
- Act as a bridge between the business areas of the Insurance company and the technology teams, understanding needs, operational challenges, and opportunities for evolving the customer experience.
- Conduct discovery meetings, interviews, workshops, and refinement sessions for gathering, analyzing, and detailing functional requirements and business rules.
- Map, analyze, and evolve digital customer service journeys, documenting current (AS-IS) and future (TO-BE) scenarios, focusing on operational efficiency and customer experience.
- Identify friction points, bottlenecks, automation opportunities, and continuous improvements in digital channel customer service journeys.
- Transform business needs and objectives into structured conversational journeys aligned with the capabilities of digital channels and chatbots.
- Design end-to-end service flows, including business rules, conditional decisions, validations, messages, exceptions, error handling, and escalation to human agents when necessary.
- Define conversational strategies that ensure an intuitive, efficient experience aligned with customer and organizational expectations.
- Create and maintain user stories, functional requirements, acceptance criteria, and necessary documentation for solution development.
- Detail the expected behaviors of chatbots, including questions, answers, queries, validations, integrations, and automated actions.
- Define service scenarios, alternative journeys, contingency flows, feedback strategies, and handling of exceptional situations.
- Organize, prioritize, and manage the functional backlog of digital service initiatives in conjunction with Product Owners, business areas, and other stakeholders.
- Conduct functional refinements with developers, architects, analysts, and involved teams, ensuring a complete understanding of the demands before development begins.
Qualifications
- Experience in Customer Experience (CX), Service Design, Business Analysis, Digital Products, or related areas.
- Experience in gathering, analyzing, detailing, and documenting business requirements with stakeholders and client areas.
- Experience in creating User Stories, acceptance criteria, and functional specifications for development teams.
- Knowledge of process mapping, customer journeys (AS IS and TO BE), and identifying user experience improvement opportunities.
- Ability to translate business needs into clear, structured, and actionable requirements for technical and multidisciplinary teams.
- Experience in defining business rules, operational flows, and functional requirements for digital products and solutions.
- Experience in organizing, refining, prioritizing, and managing backlogs in agile environments.
- Experience in conducting workshops, discovery meetings, requirements gathering, and alignment with business areas.
- Knowledge of agile methodologies (Scrum, Kanban, or similar) and experience working in multidisciplinary squads.
- Participation in functional testing, user acceptance testing (UAT), and validation of deliverables with user areas.
- Experience in creating and maintaining functional documentation, flows, journeys, and processes.
- Experience in digital transformation projects, process automation, or customer service channel evolution.
- Experience with digital products, service platforms, omnichannel channels, or Customer Experience solutions.
- Knowledge of chatbots, virtual assistants, and conversational journey automation.
- Experience with digital journeys across Chat, WhatsApp, and other digital service channels.
- Knowledge of Conversational UX, dialogue design, interaction flows, and user experience in conversational channels.
- Knowledge of the Contact Center ecosystem, Customer Service, and digital relationship solutions.
- Familiarity with Design Thinking, Service Design, BPMN, Service Design, or equivalent methodologies and techniques.
- Experience using tools such as Jira, Azure DevOps, Miro, Figma, Visio, Bizagi, or similar.
Diversity, Inclusion, and Belonging
At Capgemini, you can be who you are. We value diversity in all its forms and promote an inclusive environment through committees such as:
- Women@Capgemini – Female empowerment and gender equality.
- Capgemini Black – Representation and appreciation of Black culture.
- LGBTQIA+@Capgemini, Capgemini Accessibility, among others.
Our commitment is ongoing: we are recognized by GPTW, Bloomberg Gender Equality Index, EDGE, and Ethisphere as one of the most ethical and inclusive companies in the world. Our job openings are for everyone, regardless of color, ethnicity, religion, age, gender identity, sexual orientation, or disability.
Development and Benefits
Here, you are the protagonist of your career! We offer:
- Structured career path and personalized learning tracks.
- Corporate University, with access to Harvard, Pluralsight.
- Official certifications with partners like SAP, AWS, Microsoft, Salesforce.
- Languages with EF Education First (English, Spanish, French, and German).
Complete well-being
- Medical and dental insurance.
- Totalpass and Equilibrium (physical and mental health).
- Private pension plan and life insurance.
- Family Care Program: extended maternity and paternity leave, fertility support, personalized health and well-being guidance.
- Meal voucher, home office allowance, benefits club, and much more!
More opportunities with one profile
Want to be considered for more roles without repeating the whole process? Create your profile and be found by companies using Nort.
Create my profile