Sr Business Analyst/Product Analyst for Customer Experience (Salesforce)

At CI&T, we help large enterprises transform the potential of AI into real business impact with AI Deployment, AI-native execution, and tech-integrated business solutions.

With 30 years of experience in technological transformation, we accelerate innovation with expertise in Agentic SDLC, Application modernization, Data & AI, Martech and Business strategy.

We are 8,000 CI&Ters across more than 25 countries, collaborating to build solutions with real impact. AI is already part of how we work, evolve, and innovate every day.

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.

Our benefits:

-Health and dental insurance

-Meal and food allowance

-Childcare assistance

-Extended paternity leave

-Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass;

-Profit Sharing and Results Participation (PLR);

-Life insurance

-Continuous learning platform (CI&T University);

-Discount club

-Free online platform dedicated to physical, mental, and overall well-being

-Pregnancy and responsible parenting course

-Partnerships with online learning platforms

-Language learning platform

And many more!

More details about our benefits here: https://ciandt.com/br/pt-br/carreiras

At CI&T, inclusion starts at the first contact. If you are a person with a disability, it is important to present your assessment during the selection process. See which data needs to be included in the report by clicking here.This way, we can ensure the support and accommodations that you deserve. If you do not yet have the assessment, don't worry: we can support you in obtaining it.

We have a dedicated Health and Well-being team, inclusion specialists, and affinity groups who will be with you at every stage. Count on us to make this journey side by side.