Salesforce Senior Business Analyst / Product Analyst, Customer Experience

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.