Raquel Segatti

Experience

• 

  Sicredi

  Mar 2011 - Nov 2016

  • Gerente de Agência

    Jan 2016 - Nov 2016

  • Gerente de Negocios

    Mar 2011 - Dec 2015
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  Unicred SC/PR

  Dec 2016 - May 2020

  • Product Owner |Innovation|

    Feb 2020 - May 2020

  • Assessor de Desenvolvimento de Produtos e Serviços - Meios Eletronicos de Pagamento

    Feb 2019 - Jan 2020

  • Gerente de relacionamento

    Dec 2016 - Feb 2019
• 

  Escola Tecnica Advance

  Aug 2017 - Aug 2019

  Professor
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  UNICRED DO BRASIL

  Jun 2019 - now

  As Head of Customer Experience, one of my missions is to represent the voice of the customer in our organization, aligned with the business strategy and objectives. Responsible for the Experience pillar in the systemic strategic planning, the Customer Experience area partners with business and product teams, adding value to the organization by constantly developing and monitoring KPIs and observing customer behavior to lead end-to-end implementation journeys, essential for achieving customer satisfaction and increasing their loyalty.Main responsibilities:- Encourage a design mindset and customer-centric culture throughout the organization, product development processes, and strategic planning.- Promote a Human-Centric culture of empathy and proactive problem-solving within the organization.- Responsible for the strategy and implementation of the Customer Voice Program.- Represent the Voice of the Customer in the organization, identifying insights that can lead to an enhanced consumer experience and improve the relationship with the organization.- Lead the CX Design, Research, and Strategy team to ensure continuous identification of potential pain points and improvement opportunities in the consumer journey, as well as the creation of interfaces and components for the organization's digital channels, maintaining the designed standard.- Lead executive meetings and reports on the Customer Experience and Design ecosystem. Show less - Led the evolution of digital channels (Mobile and Internet Banking), ensuring alignment with business strategies, architecture standards, security, and best UX/UI practices.- Defined and managed the product and services roadmap, ensuring consistent and high-value deliveries for users.- Ensured regulatory compliance, guaranteeing all products and services met legal and industry requirements.- Monitored key performance indicators (KPIs) and drove continuous improvement, optimizing product performance based on data-driven insights.- Maintained transparency and strategic communication, providing progress reports and key insights to stakeholders and executives.- Managed the area's financial resources, optimizing technology investments and ensuring operational efficiency.- Led cross-functional teams and external partners, fostering a collaborative and high-performance environment.- Oversaw vendor management and strategic negotiations, ensuring technology solutions aligned with organizational needs.- Drove discovery processes and change management, promoting innovation and new business opportunities.- Prioritized user experience, ensuring high availability, usability, performance, and security of digital products. Show less

  • Head of Customer Experience

    Jun 2021 - now

  • Head of Open Finance

    Jan 2022 - Oct 2022

  • Product Manager |Digital Channel| |Innovation|

    Jun 2020 - Jun 2021

  • Product Owner |Digital Channel|

    Jun 2019 - May 2020