Ux / cx

JUNE 2018 – NOVEMBER 2020
UX & SERVICE DESIGNER, ING; MADRID, SPAIN.
Design a scalable banking platform for an international and multi-cultural business unit, extending it to additional countries, products and services:
•	Gather and analyze business requirements from stakeholders and user needs from customers.
•	Conduct interviews and workshops.
•	Synthesize findings and brainstorm potential solutions.
•	Research knowledge in the industry and latest trends to come up with additional insights.
•	Translate ideas into customer journey maps, wireframes and prototypes based on business requirements and customer needs.

FEBRUARY 2016 – JUNE 2018
UX CONSULTANT (FREELANCE), COCREATIVO.COM; MADRID, SPAIN.
Designed and improved user and customer experience for clients including Accenture, Amadeus and the Madrid Autonomous Community:
•	Gathered and analyzed business requirements from stakeholders and user needs from customers.
•	Conducted interviews, workshops and user testing.
•	Translated ideas into wireframes and prototypes based on business requirements and customer needs.
•	Took a customer centric design approach delivering user stories, customer journeys, blueprints and conducting A/B tests to measure customer experience.
•	Promoted and advocated customer centric omni-channel mindset across the organization

JULY 2011– NOVEMBER 2015
UX SPECIALIST, DEUTSCHE BANK SAE; MADRID, SPAIN.
PBC (PRIVATE, BUSINESS AND CLIENT) – CUSTOMER EXPERIENCE DEPARTMENT
Developed, delivered and managed cross-functional projects, leading initiatives to improve the customer experience across all customer journey touchpoints, internal processes and systems. 
•	Created and revised detailed project documentation, including functional requirements/specifications, project planning, wireframes, visual designs, flow diagrams and process maps.
•	Generated collaborative buy-in from team members across diverse functions within the organization, including marketing, business intelligence, product management, compliance, legal and risk teams.
•	Liaised with the call-center team to establish processes to improve digital leads management and digital customer acquisition campaigns.
•	Collaborated with technical teams, developers and visual designers, both internal and external, to communicate requirements and provide guidance to ensure project success.

NOVEMBER 2001– JUNE 2011
UX DESIGNER / DESIGN MANAGER, DEUTSCHE BANK SAE; BARCELONA, SPAIN.
PBC (PRIVATE, BUSINESS AND CLIENT) – ONLINE BANKING DEPARTMENT Designed and developed user experiences and digital marketing campaigns for key digital touchpoints such as online banking, intranets, mobile and ATMs: 
•	Managed and directed an internal visual/web design team, as well as external agencies, to ensure adherence to DB online design standards and guidelines
•	Produced creative designs, animations, images and graphic work, and assisted in the maintenance of various Deutsche Bank websites, including internet, intranet y extranet.
•	Collaborated closely with the marketing team in the design, delivery and tracking of digital marketing campaigns and promotional pieces such as microsites, banners, graphics and animations.
•	Designed and delivered interactive user-centric designs for web, mobile and ATM.
•	Collaborated with technical teams, both internal and external, to communicate requirements and provide guidance to ensure project success.
•	Directed and produced complete redesigns of Deutsche Bank Spain websites, such as the Online Banking site and the interfaces for Spanish ATMs, providing user-centric interactive solutions while ensuring compliance with Deutsche Bank brand design standards.

AUGUST 2000 – JUNE 2001
WEB DESIGNER / DEVELOPER, GELDESIGN, SAN FRANCISCO, USA
Designed and developed corporate websites for clients such as Stanford Online, Morgan Stanley, Intel, and Deloitte: 
•	Front-end development
•	Developed and planned design concepts including branding, navigation, usability and functionality, as well as user manuals.

SEPTEMBER 1999 – JULY 2000
QUALITY ASSURANCE LEAD, THIRDAGE.COM, SAN FRANCISCO, USA
Developed and maintained the Thirdage website: 
•	Test and control the quality of the Thirdage website