Senior Service Designer at Caja Los Andes (2024-07 – 2025-09)
Chile's largest social welfare institution, serving 4M+ affiliates with financial, health and social services.
- Led research and conceptualisation of Tapp credit card experience for CLA affiliates: designed and conducted 24 semi-structured interviews plus an IPSOS quantitative survey (N=150) to identify pain points in financial decision-making. Delivered personas, service blueprints and a hybrid benefits prototype validated through user testing, aligning product, CX and regulatory requirements.
- Co-led SIAT, organisation-wide omnichannel implementation on Salesforce Service Cloud rolled out to 1,200+ employees, over 1 year. Mapped "as-is" and "to-be" journeys, defined end-to-end workflows and supported change management seeking to improve customer experience in CLA; SLA compliance grew from 74.4% to 95.0% in 8 months, alongside ~9K monthly branch re-visit reduction and 80% platform adoption.
- Produced service blueprints, experience guidelines, channel matrices and implementation briefs used by cross-functional teams in tech, operations, legal and business; collaborated with senior stakeholders to articulate the value of service design and build internal design maturity in non-design teams.
Service Designer at Caja Los Andes (2022-10 – 2024-07)
Joined as Service Designer, focusing on branch and remote channel improvements before promotion.
- Co-designed the New Service Experience Model for Affiliates (CLA + BBK Group), shaping how CLA serves 4M+ affiliates across physical and digital channels. Conducted 35 in-depth interviews and a quantitative study with 350+ respondents; ran a trend analysis synthesising 90+ sources into 11 key trends. Co-facilitated co-creation workshops defining new branch roles, protocols and zone dynamics. Delivered the experience model, channel sheets, channel-by-role matrices and an initiatives roadmap.
- Conducted user research, service diagnostics and journey mapping across physical and remote channels, defining KPIs to measure adoption, efficiency and customer perception.
- Facilitated co-design and alignment workshops with frontline staff and back-office teams; created experience flows, personas, pain-point maps and opportunity briefs to inform delivery teams.
Service Design Analyst at Innspiral (2021-05 – 2022-10)
Innovation consultancy advising large organisations across banking, insurance, energy and logistics in Chile.
- Advised clients across banking, insurance, energy and logistics on improving customer experience while aligning service design with business strategy and operational realities — including a 6-month business-strategy redesign for Chilena Consolidada (Zurich Insurance Group).
- Led design for the Starken Open Innovation Challenge, defining logistics innovation focus areas, sourcing startups and R&D centres, and validating proof-of-concept solutions. The initiative attracted 43 applications across 14 countries, shortlisted to 3 finalists matched to Starken's operational and strategic goals.
- Co-facilitated design sprints and co-creation workshops applying service design and design thinking methods with mixed groups of internal and external stakeholders; delivered a pro bono project with Fundación Gastronomía Social, mapping pain points and service journeys for a social-impact food initiative.
Design Researcher (Internship) at Red Activa, UC Public Innovation Lab (2019-03 – 2019-12)
Public-private initiative to improve urban mobility and autonomy for older adults in Chile.
- Conducted in-depth ethnographic research with older adults in Las Condes and Renca to understand their needs, behaviours and barriers to urban mobility and community participation.
- Facilitated co-creation workshops with older adults, ensuring their voices shaped research insights and proposed service solutions; applied the "Triple Diamond" framework across research, ideation and implementation phases.
