Product Analyst
CurrentI work with customer service platforms that handle over 5 million interactions monthly. We have been at the forefront of innovation by pioneering the implementation of Copilot for customer service, and its evolution is now being expanded to all customer service operators at the bank. I am responsible for managing the backlog, prioritizing demands in alignment with stakeholders and the strategic needs of the customer service department. Additionally, I support the management of a multidisciplinary team of 15 professionals, including software engineers and UX/CX specialists, ensuring the delivery of solutions aligned with business objectives and user expectations. - Extensive experience with Agile methodology (Scrum) and proficiency in tools such as Jira, Confluence, and IU Click (Itaú’s Agile platform). - Skilled in leading and facilitating Scrum ceremonies, including daily stand-ups, sprint planning, demos, and retrospectives. - Experienced in collaborating with cross-functional teams, including backend, frontend, UX/CX, business stakeholders, and other departments. - Proficient in creating dashboards and insights in Power BI to monitor team performance and identify key impediments. - Conduct regular meetings with clients to understand pain points, leveraging tools and techniques such as discovery workshops, Lean Inception, focus groups, and A/B testing to effectively map and solve problems.
