Lucas Albuquerque

Conducting user experience research to inform product decisions and enhance customer experience.

As part of a Global team, I used qualitative and quantitative data to inform the company about the impacts of updates like price changes, UI updates, etc. in the customer experience and customer support in 190 countries where Netflix is available.
• Responsible for customer surveys and interviews around the globe in 4 different languages (Portuguese, English, Spanish, and French).
• Working in a c

Leveraged qualitative and quantitative data to inform global customer experience and support strategies across 190 countries. Conducted surveys and interviews in four languages, defined research strategies, and integrated AI to enhance data collection and insights.

Conducted user experience research to support product and service improvements.

Worked as UX Researcher at European Investment Bank (EIB).

Lead the Claro Brazil Customer Experience team, with 13 people. Developing a new culture of design, customer experience, AI, and Customer-Centricity.
• Developed a new CX research strategy and UX strategy based on user needs, data, and market analysis, transforming challenges into growth, resulting in an 18% NPS increase.
• I conducted workshops and presentations, where I brought the latest news o

Specialized in customer experience and service design, applying design thinking and research to improve client satisfaction.

Working in the health insurance segment, I managed the experience of beneficiaries, doctors, and brokers. Creating solutions for the website, app, and call center.
I led the Enterprise Portal, HR Portal, App, Broker Journey, new reimbursement, and other projects that led to a 12-point increase in the 2022 NPS score. Increase in lead quantity by 320% and increase in the app's overall CSAT by 26%;

Acting as leader of the CX team, I achieved the main results of reducing call center costs by 187,000 by 2021. An increase of 18 points in the overall NPS and 28 points in the NPS of the technical visit journey. Training 120 professionals in Design Thinking and Human Centered Design, as well as reducing churn by 12% by 2021.


- Producing low-fidelity prototypes and testing them with users
- Prepa

Led the CX team, reducing call center costs by 187,000, increasing NPS by 18 points, and reducing churn by 12%. Trained 120 professionals in Design Thinking and Human Centered Design.

- Producing low-fidelity prototypes and testing them with the user
- Creating benchmarks and market studies
- Designing flows and blueprints
- Customer research strategy management
- Managing the roadmap of improvements and innovations
- Building customer journeys
- Heuristic analysis of sites and apps
- App and portal roadmap building and management
- Workshop preparation and facilitation
- Pre

Working as a Consultant within SulAmérica Saúde, on the fronts of confidentiality and privacy and physician engagement.
- Creation of personas
- Journey mapping
- Creation of communication rules
- Benchmarks
- Support as workshop facilitator
- Design kit and Design Thinking

Acting to improve all customer contact and increase brand awereness.

- Heuristic analysis of websites and apps
- Persona creation for active and potential customers
- Journey mapping
- In charge of bringing innovations to the marketing team, through tools and partnerships
- Creation of communication strategy
- PO of apps HDI and Santander Auto
- Elaboration of communication strategy in paid me

- Production of low-fidelity prototypes and testing them with the user
- Qualitative and quantitative customer research
- Usability testing plan construction and elaboration
- Creation and usability management of landing pages
- Building chatbots and IVR service flow
- Heuristic analysis of partner and competitor sites
- Management of the communication plan and construction of advertising pieces

Focused on marketing to increase customer numbers and improve NPS scores, as well as supporting internal communication and collection campaigns.
- Campaign creation support
- Assisted in the creation and strategy of the first Pravaler Award
- Creation of communication rules
- Analysis of efforts in paid media
- Analysis and creation of strategy for communication in digital media
- Creation of on

Directed social media and art direction for marketing campaigns.

Completed a traineeship focusing on design and communication.

Completed a traineeship focusing on design and communication.

- Gestão de Times Ágeis
- Capacity e Agility
- Criação de Backlog
- Planejamento Estratégico
- Controle de Budget
- Criação de Business Plan
- Controle KPI
- Priorização de MVP
- Criação e comunicação estratégica do produto
- Controle de rotina e cerimonias ageis

Completed a Project Management Master Degree at Northeastern University in 2020, covering agile team management, strategic planning, and KPI control.

Formado com um prêmio destaque em 2013 com a agencia experimental Vintage no projeto integrado do terceiro semestre.

Participando de atividades extra-curriculares com professores para intensificar o conteúdo aprendido no curso.

Na faculdade tive experiência em criar uma agencia focada em um segmento especifico, cuidar da imagem de um atleta, criar uma campanha para varejo focando a copa do mun

Earned a Bachelor's degree in Advertising from Universidade Metodista de São Paulo from 2012 to 2015, with a highlight award in 2013 for an integrated project.