Lorena Alejandra Montaño Fernández
Experience Designer Consultant at IZO- Claim this Profile
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Bio
Credentials
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Build Wireframes and Low-Fidelity Prototypes
GoogleSep, 2021- Oct, 2024 -
Start the UX Design Process: Empathize, Define, and Ideate
GoogleJul, 2021- Oct, 2024 -
Foundations of User Experience (UX) Design
GoogleJun, 2021- Oct, 2024 -
Introduction to UI Design
University of MinnesotaFeb, 2021- Oct, 2024 -
Scrum Fundamentals Certified (SFC)
SCRUMstudy - Accreditation Body for Scrum and AgileJan, 2021- Oct, 2024 -
Understanding User Needs
University of MichiganJan, 2021- Oct, 2024 -
Introduction to User Experience Principles and Processes
University of MichiganDec, 2020- Oct, 2024
Experience
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IZO
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Spain
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Business Consulting and Services
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300 - 400 Employee
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Experience Designer Consultant
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Jan 2023 - Present
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Z-Tech Middle Americas
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Mexico
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IT Services and IT Consulting
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1 - 100 Employee
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Customer Experience
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Jun 2021 - Feb 2023
* Analyzed and implemented the continuous improvement framework for the NPS KPI for three digital services (credit and PoS payment methods) * Identified the correlation between the NPS and churn ratio of the PoS payment method while improving the score from 45% to 65% * Mapped the Customer Journey Experience considering the insights obtained from different qualitative and quantitative research methodologies * Collaborated with different business units with the support of the stakeholders to establish a strategic project portfolio * Coordinated a team of analysts to conduct research based on the business needs * Presented the results and insights obtained from research to the Global Engagement Team and LATAM C-Suites, in order to replicate the leading practices in other regions
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Citibanamex
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Banking
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700 & Above Employee
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Customer Experience Analyst
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Jan 2019 - Jun 2021
* Identified needs through proactive research to maintain a positive experience for the customers * Analyzed customer feedback on new product launches for continuos improvement of the product portfolio while preparing C-suites reports for decision-making actions * Created mockups based on the insights obtained from the customer research to enhance the digital product experience * Applied the Agile Methodology on site, such as: meeting objectives in SCRUM events (Sprint planning, Sprint review, and Sprint retrospective)
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Education
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Universidad Tecmilenio
Licenciatura, Mercadotecnia y publicidad