Aline Santos

Experience

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  Ícaro Technologies

  Aug 2012 - Aug 2013

  Presales Solutions Analyst

  Provided technical expertise and support to the commercial team, focusing on IT Service Management (ITSM), Security, and Network Management solutions from IBM and BMC.Analyzed customer requirements to design tailored solution architectures that addressed business needs effectively.Delivered impactful product presentations and demonstrations to showcase solution capabilities.Developed comprehensive technical proposals, aligning with customer requirements and vendor best practices.

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  TOTVS

  Sept 2013 - Oct 2014

  Presales Solutions Analyst

  I functioned as a Presales Solution Consultant in close collaboration with the commercial team, spearheading the delivery of impactful technical product demonstrations. Adept at providing precise cost-effort estimations, I excelled in the creation of thorough technical and commercial proposals. My specialization was centered around optimizing workflow and analytics solutions, encompassing versatile platforms such as Microsoft Dynamics CRM, TOTVS Business Analytics, Totvs BPM Fluig and others apps. Show less

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  Itaú

  Oct 2014 - Dec 2017

  Product Owner

  Led the management of internal projects aimed at enhancing and introducing new features in digital channels within the banking sector, consistently prioritizing the customer journey and user experience (UX) in channel interfaces. My role involved overseeing a development cell and implementing agile methodologies such as Design Thinking, Lean, SCRUM, and Kaizen.Projects were conducted in various business departments, including Insurances, Banking Accounts, and Credit Cards. Key projects delivered include:* Intelligent Virtual Assistant for Bank APP - Spearheaded the development of an Intelligent Virtual Assistant to assist users navigating the bank's mobile application.* Messenger Tool in Bank Portal and APP - Introduced a Messenger tool within the bank's portal and application, facilitating seamless communication between customers and the bank. This initiative aimed at improving first-call resolution in a more efficient manner.* Digital Customer Care Process Management - Managed and reviewed the digital customer care process on the bank's social media platforms (e.g., Facebook, Twitter) and complaint portals (Reclame Aqui and Consumidor.gov). The goal was to proactively address customer concerns and reduce the number of legal processes.Throughout these initiatives, I consistently emphasized the importance of user-centric design and employed agile methodologies to ensure efficient project delivery aligned with the evolving needs of the banking industry and its customers. Show less

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  Cogitant

  Jan 2018 - Dec 2020

  Cofounder and Head of Product

  As the Partner and Chief Operating Officer (COO) of a Chatbots startup specializing in Intelligent Virtual Assistants, I played a pivotal role in steering the company's strategic direction. Our focus was on catering to the needs of small and medium-sized enterprises, aiming to enhance real-time customer service and minimize operational costs. Core responsibilities included overseeing human resource management, digital marketing, branding, and spearheading the development of innovative features and digital products utilizing IBM Watson Artificial Intelligence. Notably, in 2018, our virtual assistant received recognition at the IBM Think Awards event in Washington DC, securing a position as one of the "TOP 3 Most Innovative Startups" in Latin America, a testament to our commitment to technological innovation and excellence. Show less

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  Mind Source

  Jan 2021 - Feb 2021

  Product Consultant

  As a Product Consultant from Mind Source, I was fully allocated to Worten to lead the digital transformation of financial services for supplier partners (B2B), ensuring a more efficient, transparent, and user-friendly experience across multiple touchpoints.I worked closely with internal business units, IT teams, and external suppliers to co-create a strategic product vision and drive delivery using agile frameworks.- Coordinated agile squads, feature releases, and product discovery sessions- Contributed to strategic decisions and stakeholder alignment from discovery to delivery- Supported onboarding, training, and adoption of new digital solutions Show less

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  Worten Portugal

  Feb 2021 - Aug 2021

  Product Owner – Digitalism Portal

  Led the digital transformation of Worten’s internal communication platform, migrating from SharePoint to a WordPress-based portal focused on promoting digital culture and employee engagement. The project improved usability, responsiveness, and content strategy, while implementing sustainable and data-informed practices.Business Area: Corporate Marketing & Change ManagementKey Achievements & Responsibilities:- Designed and delivered a Single Sign-On (SSO) WordPress portal tailored for non-technical administrators to easily create and publish real-time content.- Defined and implemented a new UX structure, ensuring full mobile responsiveness and improved content discoverability.- Integrated Google Analytics dashboards, tracking engagement across user segments and device types.- Developed and monitored eco-KPIs for digital sustainability and platform efficiency.- Improved platform usability and visibility, contributing to a 4.2 pages/session rate and over 27,000 monthly pageviews, with 1:37 average session time.- Analyzed traffic by device and channel: - 64% of users accessed via Organic Search - 25% of users were on mobile or tablet - Bounce rate reduced to 1.9, with clear growth in Referral and Email tractionTeam Setup: 7 members – PO, PM, Tech Lead, 2 Devs, QA, BA, UXTech Stack: WordPress · SharePoint · Jira · Figma · AWS · Elementor · Alexandria · Google AnalyticsMethods: Scrum · Lean Product · Design Thinking · Hypothesis-Driven Dev · NPS Show less

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  Worten Portugal

  Feb 2022 - now

  Senior Product Owner – Partner Connect

  Led the digital transformation of financial and supplier-facing operations through a dual-frontend (Backoffice & Frontoffice) portal — enabling real-time queries, document management, product creation, PO tracking, and helpdesk features for partner companies.Business Area: Internal and Supplier Financial SystemsKey Achievements & Responsibilities:- Coordinated agile ceremonies and backlog prioritization to ensure value delivery across continuous releases.- Defined accessibility (W3C) and UX principles to guarantee a responsive and inclusive interface on desktop and mobile.- Oversaw integration of 16 internal systems, including SAP S/4HANA, MDMs, and legacy platforms.- Developed and monitored KPIs, promoting data-driven iterations and feature improvements.- Produced onboarding and training assets for internal users and supplier companies.- Ensured GDPR compliance and security protocols for financial data.Team Setup: 15 members – PO, PM, Tech Lead, 4 Full Stack Devs, QA, 3 BAs, UX Analyst, 3 SREsHighlight: Finalist at Portugal Digital AwardsTech Stack: Jira · Confluence · Figma · OutSystems · SAP S/4HANA · Alexandria · MDMs · ServiceNow · Draw.ioMethods: Scrum · Agile Product Roadmap · EBM · Design Thinking · Lean Product · Hypothesis-Driven Dev · NPS Show less