About me

Currently, as Senior CX Designer at Atento, my role is to drive business profitability by optimizing end-to-end customer journeys and touchpoints to reduce operational costs and scale revenue. 

I specialize in prioritizing tactical actions to resolve friction points while leading long-term strategic initiatives that transform customer experience into a sustainable competitive advantage.

As the Product Design Lead at Wiris, my primary role is to facilitate the connection between the business, technology, and design teams at a strategic level by empowering the “Design voice” throughout the product department’s processes. Additionally, 

I was responsible for translating these strategies into practical UX Research and Product Design actions, guiding and collaborating at a tactical level with designers in two squads of different products, following the company’s decisions and priorities.

As UX Design team in Customer Support at Itaú Bank (the largest bank in Latin America), I was responsible for setting up the UX design process for the customer support team for online channels (WhatsApp, Web chat, and App chat), from research to solution. This allowed the Customer Support department to make better decisions based on data analysis as well as qualitative feedback gathered from real users through focus groups, 1:1 interviews, usability, and concept tests.

At Esfera Energia, I was responsible for establishing a product culture based on continuous value delivery, including the process for product discovery and hypothesis testing, as well as prototyping and delivery processes, such as design handoff for developers. After that, I led the newly formed design team, to expand the design team’s role in many of the company’s product challenges.

As a Service Designer and Project Lead for MJV Innovation, I led strategic design teams to deliver innovative solutions for complex business challenges across UX/UI design, digital transformation, and technical project management. This work brought tangible value to companies like MAPFRE, ItaúBank, Claro, Atento, and Generali across the Financial, Insurance, Education, Telecommunications, and Health sectors. I leveraged Design Thinking, Agile methodologies, Gamification, Jobs to be Done, and experimentation to craft user-centered solutions.

As a Co-Founder and UX Designer at GR1D, I developed elegant, user-centric experiences for digital wallets and platforms based on DLT/Blockchain technology. The GR1D emerged as a pioneering startup in consulting and building digital platforms for the finance, health, retail, agribusiness, and insurance sectors, launching Brazil’s first API platform.