Héctor Sugai Uyajara

Experience

• 

  Mambo

  Jun 2015 - Aug 2016

  Operations Analyst

  Responsible for developing and monitoring the strategic plan of the company, as well as supervising the profitability of portfolio projects and improving the efficiency of internal processes.Achievements: - Reduction of delivery time of profitability reports.- Creation of the automatic feedback system for monthly statuses.- Restructuration of internal process flows.- Development and update of internal policies.

• 

  Mambo

  Mar 2017 - Nov 2017

  Project Analyst

  Responsible for supervising the iterative consulting process based on agile methodologies such as: Design Thinking, SPRINT and Lean Startup applied in projects of loyalty and recruitment categories. Ensuring compliance with the phases of exploration, ideation and validation; defining objectives and designing the digital strategy.Achievements: - Creation of the first loyalty program for one of the biggest supermarkets in Peru (Tottus).- Development of the new talent recruitment strategy for the best business school in Lima (Universidad del Pacífico).- Planning of the previous research and insights review for both projects.- High-impact presentations to head managers. Show less

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  Cementos Pacasmayo SAA

  Feb 2018 - Feb 2020

  - Design an integrated digital solution for the constructor companies in the north of Peru based on their needs. (Tracking of mixers, Departure notifications, Concrete requests)- Improve the planning of capacity of concrete plants with a new front platform with AI.- Improve the shifts between operators with AI. - Changing the corporate culture to accept and embrace innovation and change for 1200 employees. - Create spaces to boost innovation mindset in the company. - Develop programs to receive ideas from the employees in order to increase savings (from administrative to operational ideas).- Design of Innovation weeks to train new innovation skills in the company.

  • Product Designer

    Nov 2018 - Feb 2020

  • Innovation Program Analyst

    Feb 2018 - Nov 2018
• 

  Rimac Seguros y Reaseguros

  Feb 2020 - now

  Lead the CX team in order to guide the new Experience Strategy of the company to customers.- Design the strategic roadmap based on VoC (Voice of Customer) indicators for business units (health, vehicle, life)- Design ideal Experience Journeys E2E for strategic/digital projects.- Analyze and design key actions in order to achieve NPS scores. Lead the design team for the company's new Customer Experience strategy based on the newpositioning created for new segments.Achievements:- Design of the new strategy, archetypes and new CVPs (Customer Value Propositions).- Orchestrator between brand and digital experience. - Launch via Salesforce CX communication journeys for car, health and life insurance products. Responsible for designing initiatives related to customer experience (CX) of car and health insurance lines in order to increase NPS and satisfaction indicators.Achievements:- Increase in Car Accident NPS score and CSAT Kpis- Design of new home doctor / digital doctor experience in COVID situation.- Build and design new protocols for car accidents in COVID.

  • Lead - CX Design

    Dec 2021 - now

  • Product Owner - Squad Transformational CX

    Apr 2021 - Dec 2021

  • Business Designer Specialist

    Feb 2020 - Dec 2021