• Enhanced user experiences in BNPL payments and Citi Pay instant payments, optimizing the customer journey within the 'Spring by Citi' platform.• Developed tools to support bank partners, analyzing user needs and designing comprehensive experiences.• Collaborated with stakeholders in the USA and Europe to gather requirements and build high-level product roadmaps.

• Led the DiveIn team in enhancing the bank's mobile app through innovative concepts and solutions for managing recurring payments.• Spearheaded rapid idea validation and research planning, focusing on customer experience mapping and designing in remote channels.• Specialized in identifying and addressing customer needs through UX/UI design and research to support Product Managers.

Round The World trip... Europe, South America, Australia, Oceania, South Asia and Indochina, India, Middle East.

Supporting Product Owner in Launching Scrum Teams:Assisted the Product Owner and effectively led scrum teams for the first three months after their formation. These teams were created as part of the digital transformation and consisted of employees from various departments of the bank. My role covered the phases of need finding, prototyping, experimenting, and training in product and service design, user research, empathy, Customer Journey, and idea designing and testing.Projects and Implementations:Redesigned customer experiences in branches and the digital signing of documents on digital screens, optimized international transfer processes, and integrated with Apple Pay.Developing Standards and Guidelines:Led a team creating customer experience design standards as part of digital transformation. Development included Service Design, Design Thinking, User Experience, research, and human-centered design processes.

Leading Projects in Service Design and User Experience:Expertly led UX and Service Design projects for sectors like banking, financial services, FMCG, insurance, pharmaceuticals, sports, and employee experience.Mapping Customer Experiences:Created Customer Journey maps considering the entire organization, including front-stage and back-stage areas.Research and Design:Conducted research and gathered requirements, developed information architecture, Customer Journey Blueprint, User Experience, and MVP (Minimum Viable Product).Design Tools: Applied design methods such as Design Thinking, Value Proposition, Unique Selling Point, MVP, and Design Sprint in the design process.

UX Designer at GOG.com:I was a member of the website team responsible for the e-commerce platform, collaborating with the product manager and development team. My role focused on improving the usability of the platform and customer experience, which included conducting research, optimizing the purchase path and special events, and UX and UI design.Building a Culture of Innovation: Evangelizing Design Thinking within the organization (a new concept for GOG.com), leading a shift towards a more research-driven approach rather than relying solely on intuition.Scrum Master Website Team:Oversaw project progress, conducted workshops, and guided change as the Scrum Master of the team.

Work & Travel Program