Lead Service Designer at Kantar

Applied end-to-end service design to improve internal and user-facing experiences, translating insights into tangible improvements at scale. Created and embedded an advanced service design methodology and framework across product squads and organizational practices, increasing efficiency in product development. Redesigned the end-to-end onboarding process, improving operational efficiency. Redesigned the company portal UX and taxonomy to streamline access for thousands of employees and reduce friction. Enhanced stakeholder engagement and cross-team collaboration through a refined Network Service Blueprint across global teams. Streamlined the change-management request journey with the change-management team, making it faster and easier for users to submit requests.

Service & Business Designer at NOS SGPS

Applied service design to improve end-to-end experiences and identify new business opportunities, aligning with NOS SGPS strategic goals and customer needs.

Senior Customer Experience Specialist at NOS SGPS

Supported cross-functional design in shaping future service and payment journeys, resulting in 60%+ increase in app access. Managed service-design projects focused on delivering relevant products, services and experiences to NOS customers (B2C & B2B). Applied Design Thinking and Service Design tools (in-depth interviews, personas, service blueprints, customer journeys, co-creation workshops, prototyping and testing) to understand customer needs and create valuable experiences. Cultivated customer-centric culture by training 200+ stakeholders in Design Thinking and involving them in co-creation workshops and design sprints across end-to-end service design projects. Contributed to product discovery initiatives by synthesizing user research and defining experience opportunities to inform product and service direction.

Service Designer at Associação Porto Digital

Applied design thinking and service design tools (in-depth interviews and co-creation workshops with citizens and public workers) to reduce bureaucracy and increase efficiency of municipal services. Developed and managed innovation projects combining qualitative and quantitative analysis to bring meaningful innovations to citizens and Porto’s Municipality. Prepared applications for European projects aligned with Porto’s municipal strategy to improve quality of life in urban areas for residents, workers, and tourists.

Service Designer at Foreteller

Applied design thinking and service design methodologies to successfully launch service innovations. Managed design projects ensuring progress per plan and client expectations. Optimized and improved Foreteller’s methodologies and processes, while staying up to date with the latest developments in service design. Identified and created new business opportunities for Foreteller while drafting sales proposals that create value for prospects and existing clients.