Mariana Bacelo Email & Phone Number

Portugal

Lisbon, Portugal

Focused on enhancing customer experience (CX) within the design chapter, working on various initiatives across Europe and Brazil. In the Netherlands, mapped the current and future customer journeys for petrochemical clients, identifying pain points and planning enhancements in the buying process through collaboration with internal teams. Developed the company's blueprint and implemented satisfaction metrics to monitor customer experiences. Improved the customer classification system by… Show more Focused on enhancing customer experience (CX) within the design chapter, working on various initiatives across Europe and Brazil. In the Netherlands, mapped the current and future customer journeys for petrochemical clients, identifying pain points and planning enhancements in the buying process through collaboration with internal teams. Developed the company's blueprint and implemented satisfaction metrics to monitor customer experiences. Improved the customer classification system by identifying key business parameters through workshops, interviews, and card-sorting exercises, resulting in more effective customer segmentation.In Brazil, conducted customer interviews to identify pain points and value-adding features, and created a metrics plan to gradually implement satisfaction systems within the portal. Analyzed software data to understand user behavior, generating insights and opportunities for platform improvements. Work included facilitating innovation workshops and annual metrication processes to continuously enhance product performance. Contributed to various industrial and commercial projects, including internal platforms and external, interfacing with end customers. Show less

Lisbon, Portugal

Restructured the Thomson Reuters accounting system by developing new usability flows and solutions for the users' journey.Conducted researches and interviews, tests on prototypes with users and analyzed profiles and usability. Maintenance of the company's global Design System with the creation of complementary documents to business rules.

Rio De Janeiro, Brazil

Commerce enterprise with projects focusing in the digital transformation, bringing the stores experiences to online. Participated analyzing the user experience in all process that affect it, from communications until store services. Analysis of researches and metrics to understand the clients and their pains.Strategized together with the teams to improve the site usability, creating interfaces with the new visual positioning, management of A/B tests, and monitoring the mobile app… Show more Commerce enterprise with projects focusing in the digital transformation, bringing the stores experiences to online. Participated analyzing the user experience in all process that affect it, from communications until store services. Analysis of researches and metrics to understand the clients and their pains.Strategized together with the teams to improve the site usability, creating interfaces with the new visual positioning, management of A/B tests, and monitoring the mobile app development and CMS migration Show less

Rio De Janeiro, Brazil

Consulting enterprise focused on agile projects in product development, acting on analysis and improvements in user experience.Took part in two company projects, acting in Improvements on a system from the BTG bank and creating the app's mobile version for the insurance company Prudential, acting in research on the definition of strategies, usability improvements and development of functionals and attractive interfaces.

Rio De Janeiro, Brazil

Responsible for creating the company's application and recreating the site's layouts, developing a Design System to standardize the identity and navigation components. Participation in projects with the marketing team, creating posts for social networks and innovating new services.

Rio De Janeiro, Brasil

Worked in the design team at the company's projects, with direct contact with stakeholders to understand and analyze their needs and objectives with the product. Created websites, applications, visual identities and communications on social medias. Part of the development team to support the elaboration of the systems.

Master'S Degree, Marketing

Bachelor Of Technology - Btech, Graphic Design

Bachelor'S Degree, Industrial Design