UX Writer / Technical Writer at Zup Innovation

Handled technical documentation for new products, including a chatbot-building platform; led UX writing for chatbots across channels (WhatsApp, website, Messenger, app); designed AI and non-AI conversational flows; created chatbot texts and documentation; collaborated across internal product teams; focused on retention and business goals.

UX Writer / Service Designer at Claro

Since 2023, working with Service Design at Claro, enhancing digital journeys for platforms such as Claro TV+ and Minha Claro Móvel, leveraging AI and design methods; led end-to-end service design initiatives, conducted UX research with users and stakeholders, created conversational flows and knowledge bases; contributed to chatbot usability across platforms (WhatsApp, web, Messenger, app).

Service Designer / CX Leader at Claro

Since 2023, working with Service Design at Claro to enhance digital journeys for platforms such as Claro TV+ and Minha Claro Móvel. Facilitate Design Thinking and co-creation across internal product teams; lead end-to-end service design initiatives from blueprints to prototypes; conduct UX research, produce insight reports, and track improvements. Created conversational flows and knowledge bases for chatbot use guided by AI (IBM Watson) and drove retention/NPS improvements aligned with business goals.

UX Writer / Content Designer at Zup IT

Led UX writing for all chatbots on the platform, including WhatsApp, website, Messenger, and mobile apps. Designed and wrote AI- and non-AI conversational flows; authored chatbot texts based on designer-provided flows; contributed to technical documentation for new products and the chatbot-building platform.

Service Designer / UX Writer at Claro

Working with Service Design to enhance digital journeys for Claro TV+ and Minha Claro MoveL; leading design thinking, co-creation with internal teams, and end-to-end service design initiatives; conducting UX research with users and stakeholders and developing insight reports.

UX Writer / Conversational Designer at Zup Innovation

Led UX writing and AI-assisted conversational design for new products, including a chatbot-building platform; created AI-powered conversational flows and knowledge bases; produced chatbot texts across channels (WhatsApp, website, Messenger, app) and supported brand initiatives.

UX Writer / Content Designer (Freelance) at Various brands (Itaú, PagBank, Fiat, Localiza, Heineken, UEFA Champions League, Pringles)

Created chatbot texts and digital content experiences for multiple brands, built conversational flows and knowledge bases, and ensured brand-consistent copy across channels.