Junior Customer Experience Designer

I conduct customer interviews, global customer experience benchmarking, and local competitor analysis to develop proposals for improving the end-to-end e-commerce customer journey. I presented a customer journey improvement prototype and proposal to CX leadership.

I map Customer Care processes in HubSpot, including channels, AI and human agent responsibilities, incident types, compensation rules, and tone of voice. I also co-develop the Care Team agent manual, service quality standards, and cross-functional processes with teams such as Finance.

I conducted interviews and analyzed information to support organizational consulting projects and client-facing recommendations.

I prepared strategic client presentations based on KPI analysis and supported business development initiatives through client relationship strategies.

I developed a wellness campaign for more than 700 employees, increasing participation by 25%.

I designed internal surveys and analyzed results to improve induction and onboarding. I also supported the design of a satisfaction survey for international clients.

I researched and identified more than 100 potential clients, expanding partnership opportunities for the organization.

I created standardized report templates that reduced report preparation time by 15% and analyzed databases to identify market trends that informed strategic decisions.

Relevant coursework included qualitative research, ethnography and behavioral observation, consumer decision making, consumer behavior, and AI and advanced research tools.

Completed applied consumer-insights projects for Kantar, Kraft Heinz, and Vania Market Research, developing qualitative findings, brand positioning, product launch strategies, and strategic recommendations.