Luana Gomes

Experience

• 

  Schultz Turismo

  Apr 2012 - Mar 2013

  Estagiária
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  Hotéis Deville

  Apr 2013 - Aug 2016

  Analista de Processos

  Optimised internal processes and communication strategies to improve efficiency and cross-team collaboration. Focused on process auditing, internal client support, and clear, structured documentation.• Process optimisation & auditing: Analysed, created, modified, and communicated internal processes to enhance operational efficiency.• Internal audits: Conducted process audits to ensure compliance and identify areas for improvement.• Stakeholder collaboration: Provided support and assistance to internal teams, improving workflow effectiveness.• Internal communication: Developed clear, structured communication strategies to align teams and enhance transparency. Show less

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  Contabilizei

  Jul 2016 - Mar 2020

  Enhanced digital communication and user experience by optimising chatbot interactions, customer journeys, and brand messaging. Collaborated with cross-functional teams to create clear, engaging, and conversion-driven content.• Conversational UX & Chatbots: Improved chatbot content, reducing human interactions in the subscription process by 62%.• Customer journey optimisation: Developed customer communication flows, increasing customer acquisition by 69%.• Brand & content strategy: Worked alongside branding teams to create content strategies for marketing campaigns and employer branding. Show less

  • UX Writing - Growth and Performance Team

    Jan 2020 - Mar 2020

  • Marketing analyst

    Jul 2018 - Jan 2020

  • Mid-Level Business Analyst

    Jul 2016 - Aug 2018
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  Paraná Bank S/A

  Mar 2020 - Jun 2021

  Communication Analyst

  Focused on user-centred content strategy, enhancing communication across internal and external platforms while ensuring clarity, consistency, and engagement. Collaborated with cross-functional teams to improve content experiences for employees and customers.• UX Writing & Content Design: Created user-friendly content for landing pages and the careers page, optimising clarity and accessibility.• Internal & external communication: Developed content strategies for digital and organisational channels, ensuring consistency in messaging.• Employee experience & engagement: Planned, organised, and executed internal marketing campaigns and initiatives to drive engagement.• Data-driven strategies: Analysed organisational health survey data to identify trends and improve internal communication strategies. Show less

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  Delivery Center

  Jun 2021 - Dec 2021

  UX Writer

  Led UX Writing initiatives to enhance digital experiences, streamline communication, and improve user engagement across products. Collaborated with design, product, and engineering teams to ensure clear, consistent, and user-centred content.• Content Strategy & UX Writing: Developed intuitive, concise, and brand-aligned content for digital interfaces, ensuring a seamless user experience.• Process optimisation: Established the UX Writing team, reducing prototyping time by nine days through improved content workflows.• Guidelines & training: Created a UX Writing guide to standardise content practices and conducted workshops with a 97% approval rating.• Hiring flow enhancement: Developed content for the Unity product hiring flow, significantly reducing hiring time. Show less

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  GRUPO SBF

  Jan 2022 - now

  Currently working as a Product Designer in the Digital Acquisition team, designing new digital experiences for Centauro, the largest sports retailer in Brazil. My focus is on user-centred solutions that enhance engagement and conversion rates.• User Research & discovery: Conduct user interviews, usability testing, and data analysis to inform design decisions, ensuring alignment with customer needs and business objectives.• Product Design & strategy: Develop high-fidelity wireframes and prototypes, collaborating with cross-functional teams, including PMs and engineers, to refine features and improve user journeys.• Content Design & UX Writing: Craft clear, concise, and consistent microcopy, ensuring an intuitive experience across digital touchpoints while maintaining the brand’s tone of voice.• Design System & consistency: Work closely with design system specialists to maintain brand coherence while optimising interfaces for accessibility and usability.Key achievements: • Improved Centauro’s results pages by implementing new features, enhancing SEO and discoverability in collaboration with tech and product teams.• Designed the Arena Centauro content portal, increasing user retention and engagement.• Conducted user research and usability testing, leveraging insights to make informed design decisions.• Created wireframes and prototypes using scalable design systems. Show less As a Content Designer, I collaborated with product designers, product managers and engineers to simplify complex concepts into clear and consistent brand messaging. I developed conversational flows, user stories, and strategic content for interfaces, while leading UX Writing initiatives to ensure accessibility and narrative consistency across all user interactions.Key achievements: •Developed content design strategies for digital products, improving team confidence by 90%.•Implemented a content-first strategy and redesigned the Spoint app’s content for its launch, driving NPS growth and increasing user engagement.•Led the content strategy for Studio 78, delivering a content guide and training the team.•Streamlined workflows and optimized collaboration tools to improve content creation processes. Show less

  • Product Designer

    Mar 2024 - now

  • Content Designer

    Jan 2022 - Jun 2024