Jamine Fagundes

Governance Led workshops at the CoE (Center of Excellence) for strategic alignment of initiatives, mapping risks and impacts for prioritization. Developed comprehensive strategic plans with clear criteria and innovative methodologies. Metrics Established a baseline for metrics and upstream vision for Design, ensuring optimized workflow and collaboration between product and technology teams. Reviewed Design's ways of working, creating artifacts and steps to ensure quality and consistency. Results Delivered diagnostic insights and action plans for business metrics, considering the involvement of multiple stakeholders. Achieved high-impact results aligned with the company's strategy, focusing on optimization, systemic vision, and continuous improvement.

Coordinated and led projects and routines for the Service Design and Customer Experience teams in the Digital Experience department at SKY Brasil. Immersed and actively participated in the upstream flow of digital channels, providing support throughout the entire process and across all layers, from strategic operations (business areas) to development (squads). Utilized different frameworks (metrics, service blueprint, personas, research, among others) to create and share insights. Structured departmental processes, created and governed the voice of the customer, and strengthened the strategy within the company. Planned and promoted materials to help disseminate CX metrics associated with customer journeys. Continuously integrated with business areas and non-digital channels.

Conducted classes, workshops, and training on Service Design, Customer-Centricity, and Customer Experience for diverse audiences. Topics covered included consumer journey in the digital environment and Digital Transformation processes, servicization, innovation, Customer Experience, journey mapping and diagrams, structure, processes, and tools for building a customer experience culture, CX practices (ideation, design concept, pain points, needs, micro-journeys, gaps and drivers, back-office, front-office, processes, evidence, opportunities, and improvements), and transforming AS-IS journeys to TO-BE journeys.

Served as a reference point for the holistic vision of services delivered across Latin America, considering products, processes, and departments involved, seeking cohesion between product and service ecosystem elements, touchpoints, and lifecycle stages. Developed through agile methodology, iterating with UX Design, Content Design, UX Research, and CX teams, while maintaining continuous connection with business area stakeholders. Collaborated on structuring Design Ops in an organizational context. Applied design thinking to identify pain points and opportunities, organizing Service Design layers: structuring new business ecosystems, defining and identifying stakeholders, mapping internal processes, discovery, problem definition, facilitating ideation and co-creation, tangibilization, prototyping, recommending business, experience, and performance indicators, and consolidating blueprints for C-Level deliverables.

Managed the complete customer experience across all touchpoints. Analyzed data and managed indicators from NPS and other data sources. Led projects with a Customer-Centric approach and disseminated this strategy. Applied agile and Lean methodologies for MVP execution and validations for company-wide roll-out. Participated in digital transformation initiatives. Interfaced with the Commercial team, Executive Board, and C-level.

Developed reports and analyses for decision-making, considering communication and sales results, as well as returns from customer experience improvement actions across different touchpoints, based on an omnichannel view of the customer journey. Projected future Marketing indicators, seeking preventive understanding. Generated insights on integrated communication channel strategy, as well as analysis of investment share and media segmentation. Developed, managed, and monitored relationship actions, considering customer acquisition, retention, and recovery, monitoring results in the customer base and network sales. Conducted advanced analysis of the customer base across different clusters and segmentation variables.

Gestão Estratégica de Design