BradescoDigital Channel Senior Manager
Jan. 2018 - Sep. 2021São Paulo, São PauloCollaborative management of significant changes in the IT organization and leadership in the Digital Transformation process. With active leadership, I played a key role in initiating the formation of cross-functional teams and value stream groups, shifting the organization's focus towards customer-centricity. In the Bradesco Experience department, I oversaw the mobile channel for individual clients and the BIA. Led a team of around 200 professionals with reporting to the Digital Channels Directorate. • In the role of Business Owner, I was responsible for the delivery and orchestration of strategic priorities for the bank's product verticals (Checking Account, Credit, Cards, Payments, PIX, Investments, among others), aligning the channel roadmap with business directorates and presenting results through OKRs (Objective Key Results) to the organization's executives.
• I led Value Stream teams for the launch of BIA in 2017 (Banking Artificial Intelligence), which exceeded 1 billion interactions by May 2022 through integration with the mobile app for individual clients and platforms like WhatsApp, Alexa, Google Assistant, and Apple Business Chat. I also managed the AI knowledge curation team, comprising over 50 individuals. • Launched the corporate WhatsApp solution, enabling direct interactions between customers and personal bankers and AI through a single customer phone number via a web application, becoming a reference communication platform in the market.
• I structured and implemented the 'Conversational Bank' strategy, offering voice-activated transactions to democratize access to balance and statement inquiries, income reporting, inter-account transfers, and payments.