Luis Padilha

- Own customer-facing policies for Rider Cancellations and Driver Feedback. Rider Cancellations and Driver Feedback, pioneering natural language policy design to streamline user journeys and mitigate operational defect rates. - Influence core CX KPIs (CSAT, contact rate, support inflow, and defect rate), and act as the regional iCSAT SME. - Orchestrate stakeholder alignment across matrixed global and regional teams (Product, Growth,Payments, Safety and others). Built a continuous feedback loop between LATAM operations and global headquarters.

Strategic program management, coordination of a team of 4-6 senior analysts and orchestration of cross-functional collaboration with tech and non-tech teams across the Insurance division to activate the corporate strategic planning, ensuring alignment and execution — often through workshops assessing challenges, designing opportunities, and translating them into actionable initiatives. Major projects: ∙Facilitated the prioritization of key embedded insurance opportunities within core credit services. ∙Guided the development of a comprehensive Open Insurance strategy. ∙Addressed a customer retention challenge in Whole Life Insurance. ∙Headed Itaú's Discovery Room at three InsureTech Connect events in the US. ∙Orchestrated a digital acceleration plan to boost digital share. ∙Supported the reset of a long-term partnership focused on Personal Lines (homeowners and auto).

∙Innovation focal point in the company, encouraging, directing, connecting, and giving visibility to innovation initiatives aligned with the corporate strategy. ∙Led a cross-functional team to implement Agile Methodologies and collaborated on the 2022–2024 corporate strategic planning with BCG and Boston HQ, defining top-of-house OKRs and governance. ∙Led the connection with ecosystems and proofs of concept alongside new business and startups. ∙Facilitated the annual intrapreneurship program and ran ideation and prototyping rounds.

∙Represented Soprano at CELTA’s innovation hub, connecting with over 30 early-stage startups to build strategic partnerships and co-create solutions, driving mutual growth and greatly strengthening the corporate strategic planning and innovation pipeline. ∙Pioneered and set up a competitive intelligence unit, successfully partnering with more than five startups to gain better market insights and encourage innovation. ∙Joined a Lean Six Sigma culture program by developing and delivering impactful continuous improvement projects throughout the company, earning a certification. ∙Acted as a driver of the innovation culture, working in partnership with the training areas, built the corporate training path of Design Thinking for young talents in partnership with local universities.

∙Managed projects for clients such as John Deere, AGCO, and Marcopolo. ∙Specialized in 3D laser scanning and reverse engineering; designed components aligned with manufacturing and mechanical constraints.

∙Undergraduate research program, with focus on materials science and engineering of ceramics

∙Actively participated in and supported multiple Kaizen events aimed at continuous process improvement and waste reduction across production lines. ∙Served as a guardian of 5S (Sort, Set in Order, Shine, Standardize, Sustain) methodologies.

∙Performed multiple GEMBAs and managed full documentation for manufacturing processes. ∙Designed poka-yoke tools and assembly jigs to reduce production errors.

Comprehensive program that covers the end-to-end data lifecycle, from structuring and exploratory analysis to advanced predictive modeling and MLOps

Sophomore year of college, mostly upper division courses.