Laura Spier Cohen

Experience

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  Ventiur

  Jul 2016 - Aug 2016

  Desenvolvimento de Negócio e Programa de Aceleração WarmUp

  _ Aceleração de startup para o mercado agropecuário, voltada para inclusão tecnológica de pequenos produtores.

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  Estúdio Nômade

  Apr 2017 - Jul 2017

  Research and Planning Intern

  - Market research and business analysis, focusing on the needs diagnosis stage and project flow planning;- Conducting quantitative and qualitative research processes, applied to +100 employees in the industry.

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  Lojas Renner S.A.

  Aug 2018 - Oct 2021

  Responsible for structuring the customer experience pillar at the shared services center of Lojas Renner S.A. with the objective of:- Measurement of CX indicators: NPS, CSAT, and CES;- Mapping the journey of internal customers and suppliers;- Restructuring of service delivery premises;- Promotion of a customer-centric culture throughout the CSC operation.- Implementation of Net Promoter System for measurement and monitoring of results and handling of - Inner and Outer loop issues. Quantitative and qualitative evaluation and customer interviews;- Redesign of service portfolio from a design perspective and restructuring of Shared Services Centers and retail service flows.- Creation and leadership of a customer committee, with managerial, PMs, and POs audience.- Participation in the strategic planning of the vertical, structuring of workshops, preparation of materials, reinforcement of conceptual background, and definition of premises for prioritization.- Participation in the implementation of scrum for the CSC process team. Also responsible for creating the experience guild, conducting training in service design, CX, and UX concepts.- Structuring of experience management dashboard in conjunction with data engineer, SQL review, direction of visualizations for graphs, and construction of monthly reports regarding service level, FCR, NPS, CSAT, and CES.- Conducting webinars for over 2k CSC employees on monthly results and customer-centric culture.Involvement in the solution to audit points related to processes and service indicators. Show less

  • Customer Experience Analyst

    Oct 2019 - Oct 2021

  • Service Management Assistant

    Aug 2018 - Sept 2019
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  MJV Technology & Innovation

  Oct 2021 - May 2024

  Leadership of the innovation team, responsible for managing up to 30 multidisciplinary collaborators in consultancy projects and client allocations. Profiles include CX, experience designers, UX/UI designers, UX writers, innovation consultants, among others;- Planning and management of innovation projects for large clients, with scopes including user journey mapping, application of qualitative and quantitative research, mapping and restructuring of operational processes, building new business models, strategic planning and deployment into OKRs, and analysis of the use of new technologies, such as Generative AI;- Trend mapping resulting in talks and workshops for clients at different hierarchical levels, executive presentations, and strategic committees;- Structuring of projects for commercial proposals, detailing schedule, scope, and deliverables for each stage, indicators, as well as team sizing. Show less Innovation consultant in the Customer Experience team for Bradesco Seguros, focusing on the lines of business of Life Insurance, Pension Plans, and Capitalization.- Structuring of episode journey monitoring based on transactional NPS, analysis of databases, and survey tool (Medallia);- Quantitative and qualitative evaluation of NPS results, definition of categorizations for analysis based on text analytics parameterization, and structuring of strategic and tactical level discussion forums;- Conducting customer committees/escalation meetings for BUs under my responsibility, with direct participation from the client's executive board and senior management. Show less

  • Innovation Lead

    Aug 2022 - May 2024

  • Innovation Consultant

    May 2022 - Aug 2022

  • Customer Experience Consultant

    Jan 2022 - Apr 2022

  • Consultant in the Digital Channels Strategy team

    Oct 2021 - Jan 2022
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  Nubank

  Jun 2024 - now

  Customer Experience Specialist