SENIOR UX DESIGNER & PRODUCT OWNER

Designer of user experiences aimed at streamlining customer service processes in AUP (Argentina, Uruguay and Paraguay) digital channels. Experience in:

• Identification of needs of the Customer Service areas (internal and external)
• Analysis of customer contact reasons and patterns
• Identification of automation opportunities
• Design of functional proposals for service processes and viability in alignment with corporate objectives
• Implementation of design flows and content incorporation for chatbot digital service channels:
  • Webchat on institutional site
  • Webchat on self-management site (web-app)
  • Messaging services (SMS, WhatsApp, Email)
  • Social Networks (Facebook, Twitter, Instagram, YouTube, LinkedIn)
• BOTs integration with databases, web services and APIs
• Dialog flow design (including scenario design & flow mapping)
• Model/intent training
• Creation of workflows, storyboards, user flows, process flows and site maps
• Prioritized backlog
• Collaborated with IT areas, developers, business and customer service stakeholders
• Worked in an agile environment and with agile product delivery methods