Working as an IT Consultant for Santander Tech (Cloud Contact Centre)

- I dive deep into understanding our users by conducting in-depth interviews, usability studies, and analyzing quantitative data. This helps me identify user pain points and ensure our educational digital products are addressing real needs.- I'm passionate about creating user-friendly products. I lead immersive Design Thinking sessions to map out user journeys within our educational tools, fostering a user-centric approach across the team.- I work closely with cross-functional teams, monitoring user engagement metrics and translating them into actionable insights. These data-driven insights fuel strategic decision-making that prioritizes a positive user experience. Collaboration is key to my role.- My expertise lies in conducting user interviews and usability tests. I analyze the results and translate them into clear, insightful UX research reports. These reports aren't just informative, they provide actionable recommendations that directly influence product improvements.