Service and Experience Designer, dedicated to orchestrating experiences and managing complex service systems. My value lies in applying a human-centered design approach to translate user insights into viable and scalable solutions. My purpose is to drive sustainable competitive advantage, demonstrating how user experience directly translates into measurable results and business value.

I'm experienced in optimizing multiple touchpoints through an approach sensitive to operational capabilities and organizational culture. Currently, I design omnichannel experiences that incorporate Generative AI ChatBots (GAI), Interactive Voice Response (IVR) systems, and other communication and information flows, fostering an optimal experience for both customers (CX) and employees (EX).