Open to opportunities

carolina sampaio

@carolinasampaio

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Lead Experience Designer driving research-led product and service transformation.

United Kingdom

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What I'm looking for

I’m seeking senior design roles where I can lead research-driven product and service design, scale design systems, mentor teams, and deliver measurable business impact in collaborative, user-centered organisations.

I am a results-driven Lead Experience Designer with eight years’ experience turning complex user challenges into strategic, measurable design solutions. I lead cross-functional teams, establish design systems at scale, and translate user research into insights that drive product adoption and reduce operational costs.

My background spans enterprise product design, service design for public and private sectors, and research operations improvements that delivered clear business impact—such as preserving revenue, reducing research backlogs, and improving customer satisfaction. I prioritize collaboration with stakeholders and building governance to scale consistent, accessible user experiences.

Experience

Work history, roles, and key accomplishments

Current

Product Design Lead

Current

RES

Nov 2023 - Present (1 year 10 months)

Lead design strategy for enterprise products and established design system standards and governance across six product streams to ensure consistent user experiences.

Design Leadership Design Systems Stakeholder Management Service Design Figma Governance Cross Functional Collaboration UX Strategy

Senior Research Designer

Sainsbury's

Oct 2022 - Oct 2023 (1 year)

Led research on Argos Pay and Browse influencing leadership to retain the service (preventing a projected 37% sales reduction) and established Research Ops reducing backlog by 15%.

User Research Stakeholder Management Service Design Dovetail Maze Insight Synthesis

UX Design Lead

British Telecom

Jun 2021 - Sep 2022 (1 year 3 months)

Created a global customer feedback programme that drove a 38% increase in NPS and centralized research insights to improve accountability and design impact across product teams.

NPS Miro UX Strategy

UX Senior Designer

Acacium Group

Nov 2020 - May 2021 (6 months)

Designed a diabetes management app for NHS patients that improved engagement by 20% and implemented research protocols to reduce design iteration cycles for faster healthcare deployments.

User Research Prototyping Figma Usability Testing Patient Engagement

UX & Service Designer

Capgemini

Jan 2019 - Oct 2020 (1 year 9 months)

Led service redesigns for Parcel Force and Unilever, achieving a 45% increase in client satisfaction and reducing market assessment process time by 40% while automating 60% of workflows.

Service Design Process Improvement Design Thinking Research

UX Designer

Tata Consultancy Services

Jul 2017 - Dec 2018 (1 year 5 months)

Redesigned user journeys for Vivat Insurance reducing pain points by 35% and improving retention by 40%; supported digital transformation at Zurich saving £1.2M through improved workflows.

User Journeys Change Management Usability Testing Research UX Strategy Analytics

UX Designer (Freelance)

Foxall Studios

Jun 2016 - Dec 2016 (6 months)

Developed personas and flows for interactive exhibitions, improving visitor engagement by 20% through user-centred design and web usability research.

Exhibition UX User Research Personas Usability Testing Prototyping

UX Designer

Camden Council

Jan 2016 - May 2016 (4 months)

Redesigned citizen-facing digital services to improve accessibility and user satisfaction through targeted usability research and testing with diverse user groups.

Accessibility Usability Testing User Research Prototyping Stakeholder Engagement UX Strategy