Available to hire
I am a CX-focused UX researcher and service designer with 8 years of experience helping companies across insurance, health, telecommunications, finance, consulting, and startups to create better customer experiences. I love turning complex needs into clear solutions that reduce churn, boost NPS and CSAT, and grow digital sales through Design Thinking and human-centered design.
Today I focus on creating a supportive development environment for my teammates, analyzing customer success metrics, mapping service experiences, and designing changes that improve effectiveness. I design flowcharts, wireframes, journeys and prototypes, lead workshops and design sprints, and drive improvements that translate into real business impact.
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Language
Portuguese
Fluent
English
Advanced
Spanish; Castilian
Intermediate
French
Intermediate
Work Experience
UX Team Leader at Mutant
September 1, 2023 - June 1, 2025Led the Claro Brazil Customer Experience team (13 people), fostering a culture of design, CX, AI and customer-centricity. Defined and executed a CX research and UX strategy based on user needs and data, resulting in an 18% NPS increase. Drove 8 projects with clear KPIs and milestones, bridging design, research and development to embed UX/CX best practices in day-to-day processes.
Senior Service Designer / CX Specialist at Porto Health Insurance
February 1, 2022 - September 1, 2023Developed service flowcharts, analyzed patient satisfaction and experience metrics, achieving a 15% increase in patient retention, 26% growth in app CSAT, and a 12-point increase in overall NPS in 2022. Designed frameworks, journey maps, stakeholder maps, blueprints and prototypes; managed workshops and design sprints for process improvements and innovation. Led Product Design team and conducted usability testing, Alpha/Beta/Operational Testing and Contract Acceptance. Integrated experience management across platforms (website, app, portals, WhatsApp).
Senior Analyst & service designer at Algar Telecom
December 1, 2020 - February 1, 2022Acted as CX team lead, reducing call center costs by 187,000. Designed a new technical visit journey increasing NPS by 28 points. Led digital transformation projects that reduced churn in 2021. Built company-wide CX culture and trained 120+ professionals in design thinking. Created and managed experience OKRs, conducted UAT to improve app UX, produced low-fidelity prototypes and ran workshops/ideations.
Senior Analyst at Sul América
January 1, 2019 - December 31, 2020Designed a new reimbursement journey that increased company NPS by 20 points and reduced calls by 38%. Increased retention by implementing a customer experience management system. Produced usability principles to guide app/website design, conducted user testing, built customer journeys and heuristic analyses, and supported GDPR opt-in journey. Prepared reports for new product development and roadmaps.
Customer Experience Consultant at MJV Technology & Innovation
December 1, 2019 - April 1, 2020Created personas, journey maps and communication rules; conducted benchmarks and user acceptance tests in immersive project phases; supported as workshop facilitator; developed Design Thinking design kits.
Marketing and Customer Experience Senior Analyst at HDI Insurance
November 1, 2018 - June 1, 2019Worked to improve all customer touchpoints and brand awareness; performed heuristic analyses of sites/apps; built personas and journey maps; contributed to paid media strategies; acted as Product Owner for HDI and Santander Auto apps.
UX & CX Analyst at Mutant
September 1, 2016 - January 1, 2018Produced low-fidelity prototypes and conducted usability testing; led qualitative and quantitative customer research; managed landing pages and chatbots/IVR; led the research strategy and UAT to ensure apps met client needs; helped establish Claro Brazil’s UX/CX initiatives.
Marketing and UX Analyst at Ideal Invest S.A
September 1, 2016 - January 1, 2018Focused on marketing to increase customer numbers and improve NPS; supported branding and content creation; developed personas for digital campaigns; created landing pages and videos; supported paid media efforts and digital strategy.
Senior Service Designer Customer Experience (CX) Specialist at Porto Health Insurance
February 1, 2022 - September 1, 2023Developed service flowcharts and mappings for healthcare platforms, analyzed patient experience metrics, and led workshops and design sprints to improve processes. Achieved measurable improvements in retention, CSAT and NPS by redesigning patient journeys and integrating cross-channel experience (website, app, portals, WhatsApp). Led a team and defined research strategy to inform product and service improvements.
Customer Experience Senior Analyst & Service Designer at Algar Telecom
December 1, 2020 - February 1, 2022Acted as CX team lead, reducing call center costs and delivering a new technical-visit journey that increased NPS. Led digital transformation initiatives reducing churn and established company-wide CX OKRs to guide design solutions. Conducted UATs to improve key apps and built prototypes for user testing.
Customer Experience Senior Analyst at SulAmérica
December 1, 2019 - December 1, 2020Designed and implemented strategic CX solutions, including a reimbursement journey that raised NPS by 20 points and reduced call volume by 38%. Established usability guidelines for apps and portals, conducted user testing, and mapped customer journeys to guide product improvements.
UX & CX Analyst at Mutant
January 1, 2018 - November 1, 2018Produced low-fidelity prototypes, conducted qualitative and quantitative research, and led usability testing for apps and landing pages. Built chatbots/IVR flows and executed design studies to improve customer interactions and outcomes.
Education
Bachelor’s Degree in Advertising at Universidade Metodista de São Paulo
January 1, 2012 - December 31, 2015Leadership Principles at Harvard Business School
January 1, 2021 - January 29, 2026Project Management at Northeastern University
January 1, 2020 - December 31, 2021Insights for Innovation at IDEO U
January 1, 2019 - January 29, 2026Design Thinking at Echos
January 1, 2019 - January 29, 2026Design Sprint at Mergo
January 1, 2019 - January 29, 2026Leading for Creativity at IDEO U
January 1, 2019 - January 29, 2026User Experience at Mergo
January 1, 2018 - January 29, 2026Prototyping for Digital Experiences at Mergo
January 1, 2018 - January 29, 2026Customer Journey Map at Customer Experience Institute
January 1, 2018 - January 29, 2026Human Centered Design at Acumen Academy
January 1, 2018 - January 29, 2026Leadership Principles at Harvard Business School
January 1, 2021 - January 1, 2021Project Management at Northeastern University
January 1, 2020 - January 1, 2021Insights for Innovation at IDEO U
January 1, 2019 - January 1, 2019Design Thinking at Echos
January 1, 2019 - January 1, 2019Design Sprint at Mergo
January 1, 2019 - January 1, 2019Leading for Creativity at IDEO U
January 1, 2019 - January 1, 2019User Experience at Mergo
January 1, 2018 - January 1, 2018Prototyping for Digital Experiences at Mergo
January 1, 2018 - January 1, 2018Customer Journey Map at Customer Experience Institute
January 1, 2018 - January 1, 2018Human Centered Design at Acumen Academy
January 1, 2018 - January 1, 2018Bachelor’s Degree in Advertising at Universidade Metodista de São Paulo
January 1, 2012 - January 1, 2015Qualifications
Leadership Principles
January 1, 2021 - January 29, 2026Project Management
January 1, 2020 - December 31, 2021Insights for Innovation
January 1, 2019 - January 29, 2026Design Thinking
January 1, 2019 - January 29, 2026Design Sprint
January 1, 2019 - January 29, 2026Leading for Creativity
January 1, 2019 - January 29, 2026User Experience
January 1, 2018 - January 29, 2026Prototyping for Digital Experiences
January 1, 2018 - January 29, 2026Customer Journey Map
January 1, 2018 - January 29, 2026Human Centered Design
January 1, 2018 - January 29, 2026Industry Experience
Media & Entertainment, Healthcare, Financial Services, Telecommunications, Software & Internet, Professional Services
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
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