Works
Here you’ll find a selection of projects that reflect my journey as a designer and program manager, spanning from service design and design operations to end-to-end customer experience. Each case highlights challenges, solutions, and the impact delivered — from streamlining processes and enhancing collaboration to shaping innovative customer journeys.
CX End to End Plataform
Itaú faced the challenge of having fragmented customer journeys experience, spread across different systems and channels, which created silos, inefficiencies, and inconsistent experiences for millions of clients. To address this, the bank launched the CX E2E Platform Program, a multi-squad initiative to integrate workflows, design standards, and technology solutions.
Duration:
1 year
Complexity:
Role:
Program Manager
Teams involded:
Contact Center Experience, Operations (Backoffice) Comercial, Bank Branches, Marketing and Tech
Implementing QA Design
We faced recurring delays in product launches due to the lack of a structured QA process. Critical bugs were often discovered late in development or in production, causing up to 40% of sprint capacity to be consumed by rework.
To address this, we implemented a Shift-Left QA strategy, integrating quality checks from the design and requirements phase. QA specialists collaborated early with designers and developers, identifying usability and functional risks before coding started. This proactive approach reduced rework, accelerated delivery, and improved customer experience.
Duration:
8 months
Complexity:
Role:
Service Designer
Teams involded:
Operations, Design and Tech
Brazil Abi-Inbev: Reducing Truck Waiting Time in Distribution Centers
I applied the Design Thinking process to deeply understand this pain point, engaging different stakeholders — from warehouse operators and logistics managers to truck drivers themselves. Through co-creation workshops, system mapping, and prototyping, we identified bottlenecks and opportunities both in the digital systems and in the physical operational flow.
Duration:
3 months
Complexity:
Role:
Lead Product Design | UX /IU
Teams involded:
Operations, Business and Tech
