Joana T. Email & Phone Number

Lisbon, Portugal

Lisboa, Portugal

I lead UX Strategy and Awareness initiatives at Via Verde, and more recently across all Brisa brands, with a strong focus on fostering collaboration, while ensuring a seamless and consistent user experience across all interactions. Since I joined the organization, I’ve had the opportunity to:→ Establish and scale a multi-disciplinary UX team from the ground up, strategically recruiting across roles, including UI/UX and Service Design;→ Develop and implement the UX strategic vision… Show more I lead UX Strategy and Awareness initiatives at Via Verde, and more recently across all Brisa brands, with a strong focus on fostering collaboration, while ensuring a seamless and consistent user experience across all interactions. Since I joined the organization, I’ve had the opportunity to:→ Establish and scale a multi-disciplinary UX team from the ground up, strategically recruiting across roles, including UI/UX and Service Design;→ Develop and implement the UX strategic vision aligned with business objectives, ensuring that our design initiatives are not only user-centered but also drive measurable results;→ Champion UX Research and Service Design, advocating for user-driven practices that influence project direction and enhance organizational alignment;→ Oversee the user experience for all Brisa brands, ensuring a consistent language that reinforces brand identity and elevates user recognition across customer touchpoints;→ Manage budgets, resource allocation, and team performance, ensuring operational efficiency and high-quality implementation, fostering a culture of continuous improvement;→ Collaborate with executive leadership and cross-functional teams, promoting UX innovation and effectively communicating the value of user-centered design to both technical and non-technical stakeholders. Show less

Lisbon Area, Portugal

Started a UX team, leading and mentoring a team of 6 talented professionals.Implemented effective UX processes, resulting in user-friendly platforms and improved NPS (from 32 to 56), CES (from 3.5 to 6.8), and SUS (from 0 to 81) scores.Partnered closely with product managers to define problem statement, defining deliverables and timelines.Led user research initiatives, managing resources allocation and timelines for efficient project delivery.Planned and led Vodafone Portugal… Show more Started a UX team, leading and mentoring a team of 6 talented professionals.Implemented effective UX processes, resulting in user-friendly platforms and improved NPS (from 32 to 56), CES (from 3.5 to 6.8), and SUS (from 0 to 81) scores.Partnered closely with product managers to define problem statement, defining deliverables and timelines.Led user research initiatives, managing resources allocation and timelines for efficient project delivery.Planned and led Vodafone Portugal first digital and voice Chatbot for client self-care.Championing user experience communicating design decisions clearly to stakeholders: from C-level to engineers and cross departmentsDeveloped and executed comprehensive UX strategies, overseeing end-to-end design processes for My Vodafone App and Website as well as for internal tools such as Field Service . Started and implemented User Research practices process for Vodafone Portugal. Show less

Portugal

Managed the complete redesign of the Help and Support Vodafone Project, collaborating with cross-functional teams and external agencies to improve user satisfaction and reduce support requests.Conducted user research to identify pain points and user needs, aligned with design and operations goals.Implemented design thinking methodologies to create user-friendly support interfaces, aligning design with business goals and a new information architecture.Managed project timelines… Show more Managed the complete redesign of the Help and Support Vodafone Project, collaborating with cross-functional teams and external agencies to improve user satisfaction and reduce support requests.Conducted user research to identify pain points and user needs, aligned with design and operations goals.Implemented design thinking methodologies to create user-friendly support interfaces, aligning design with business goals and a new information architecture.Managed project timelines, budgets, and resource allocation, ensuring the project's success. Show less

Lisbon Area, Portugal

Led international service design projects, collaborating with cross-functional teams to ensure inclusive and user-friendly global service experiences.Conducted user research across diverse cultures and regions, using empathy and cultural sensitivity to understand user needs and preferences.Developed global service blueprints, journey maps, and personas to guide design decisions and accommodate diverse user profiles.Facilitated design thinking workshops and cross-cultural ideation… Show more Led international service design projects, collaborating with cross-functional teams to ensure inclusive and user-friendly global service experiences.Conducted user research across diverse cultures and regions, using empathy and cultural sensitivity to understand user needs and preferences.Developed global service blueprints, journey maps, and personas to guide design decisions and accommodate diverse user profiles.Facilitated design thinking workshops and cross-cultural ideation activities to create innovative concepts.Managed international service concepts, being part of usability testing across various markets to refine and enhance services. Show less

Lisbon Area, Portugal

Led multiple products and UX strategies, working with cross-functional teams to align features with user needs and business objectives.Managed the product roadmap for different market products, services and segments., prioritising features and enhancements to meet customer expectations and company goals.Collaborated closely with UX and UI departments to ensure a seamless user-centric product design processConducted market analysis to identify opportunities and trends, informing… Show more Led multiple products and UX strategies, working with cross-functional teams to align features with user needs and business objectives.Managed the product roadmap for different market products, services and segments., prioritising features and enhancements to meet customer expectations and company goals.Collaborated closely with UX and UI departments to ensure a seamless user-centric product design processConducted market analysis to identify opportunities and trends, informing product decisions and strategies.Facilitated effective collaboration between product and UX/UI teams, ensuring seamless communication and mutual understanding. Coordinated feedback sessions to validate design concepts and make data-driven improvements.Organized regular workshops and cross-functional brainstorming sessions to generate innovative product ideas. Show less

Lisboa E Região, Portugal

Oeiras

Executive Program, Artificial Intelligence For Value Creation

This programme develops the ability to understand in detail what AI consists of and how we can exploit its potential to innovate.

Ux / Ui Specialization, User Experience

Education record

UX Bootcamp

Pnl Practicioner, Programação Neuro-Linguística

Usability Testing Workshop, Usability Testing

Master Executive, Marketing Digital

Degree, Comunicação Aplicada

Agile Exploration

Service Experience Design

Service Design, Globalservicejam.Com

Service Design & Design Thinking Workshop (48h)