Program Management | Jornada do Cliente

About the role

C6 Bank is seeking a Program Management professional to lead efforts around the customer journey, known internally as Jornada do Cliente. This role focuses on coordinating cross-functional initiatives that shape how customers interact with the bank across all touchpoints and channels. The position is based in São Paulo, Brazil and involves working closely with business and technology teams to deliver meaningful improvements to the customer experience. The program manager will own the roadmap, track progress, and ensure alignment with strategic goals for the customer journey program.

Key facts

What you'll do

• Define and maintain the program roadmap for customer journey initiatives across the organization and its various business units.
• Coordinate with business stakeholders to identify priorities and opportunities for improving the overall customer experience at every stage.
• Drive the execution of projects that improve how customers interact with C6 Bank products and services on a daily basis.
• Track program milestones, deliverables, and overall progress against established timelines to ensure timely completion of all workstreams.
• Facilitate cross-team collaboration between product, technology, design, and operations groups to keep everyone aligned on shared objectives.
• Communicate program status and risks to leadership and relevant stakeholders on a regular and transparent basis throughout the program.
• Identify dependencies across workstreams and propose solutions to unblock progress when teams encounter obstacles or resource constraints.
• Establish clear success metrics and monitor the impact of customer journey improvements through data-driven analysis and reporting.
• Manage documentation including program plans, charters, and status reports for all initiatives to maintain a single source of truth.
• Ensure that customer journey projects align with the broader strategic direction of the bank and its long-term vision.
• Own the prioritization framework for customer journey work and help teams make trade-off decisions when capacity is limited.
• Support the rollout of new customer-facing features by coordinating launch activities and post-launch review sessions with all involved parties.

Requirements

• Experience managing programs or projects in a financial services or banking environment with measurable outcomes.
• Strong understanding of customer journey mapping and experience design principles applied in a commercial banking context.
• Ability to coordinate multiple workstreams simultaneously while maintaining attention to detail and organizational rigor.
• Excellent written and verbal communication skills in both Portuguese and English languages for cross-team collaboration.
• Proven ability to work with cross-functional teams and influence stakeholders without relying on direct authority or hierarchy.
• Comfort with ambiguity and the ability to adapt plans quickly as business priorities shift and evolve.
• Experience with program tracking tools and reporting dashboards for program visibility and ongoing status communication.
• Degree in business administration, engineering, or a related quantitative field is expected for this position.
• Background in customer experience or service design within a digital banking or financial technology context.
• Familiarity with regulatory requirements and compliance considerations relevant to customer-facing banking products and services in Brazil.

Nice to have

• Familiarity with agile methodologies and iterative delivery approaches in a product-oriented organizational setting.
• Prior experience working in fintech or digital banking organizations with a focus on customer experience.
• Knowledge of customer data platforms and analytics tools used to measure journey performance and engagement metrics.
• Background in design thinking or user research methods applied to financial services and banking products.
• Exposure to operating models for program management within large-scale financial institutions or digital-native banks.

Skills & tools

• Program management methodologies such as Agile or Waterfall with hands-on practical application.
• Customer journey mapping frameworks and experience design techniques for banking and financial services.
• Project tracking and reporting platforms for managing workstreams and maintaining program visibility.
• Data analysis and visualization tools for measuring program outcomes and customer impact.
• Collaboration and communication platforms for distributed team coordination and status sharing.
• Financial services domain knowledge and banking product fundamentals relevant to customer-facing initiatives.
• Process improvement and lean management techniques for optimizing operational workflows and efficiency.
• Stakeholder management and presentation skills for communicating program progress to senior leadership.

Practical notes

• This role is based in the São Paulo office and is not a remote or work-from-home position.
• The engagement type and compensation details have not been disclosed by the hiring team at this time.
• Candidates should expect to work alongside product managers, engineers, designers, and business analysts on the customer journey program.
• The hiring process may include multiple interview rounds with stakeholders from the Jornada do Cliente team and C6 Bank leadership.
• Applications and nominations for this role are being accepted through the cvin.bio platform for the C6 Bank hiring team.