Carol Franco

Carol Franco has a diverse work experience across various companies and roles. Carol started their career as a Gerente de Projetos at Alure Soluções in 2005. Carol then worked as an Analista de planejamento e Customer Experience at Wunderman from 2005 to 2009, where they focused on design research and understanding customer behavior. Carol then joined aunica Interactive Marketing as a Coordenadora de Data Strategy/BI, specializing in analyzing metrics and improving customer experience. In 2017, Carol became the Chefe de experiência do cliente at Doidos por Dados, where they further developed their expertise in customer experience. From 2011 to 2020, they worked at Itaú Unibanco as a User research and user experience specialist, responsible for enhancing the customer experience in digital channels and assisted service journeys. In 2020, they joined Claro Brasil as a CX Lead, overseeing CX projects and cultural transformation. Carol implemented customer-centric solutions and managed CX budgets and deliveries during their tenure. In 2021, Carol briefly worked as a Teacher at Sandbox Escola de Estratégia. Carol also served as a Professional Speaker during that time. In 2022, Carol started working at BTG Pactual as a UX Research Lead.

Carol Franco earned their Bachelor's degree in Publicity and Advertising from Faculdade Cásper Líbero, which they attended from 1999 to 2003. In addition to their degree, they have obtained several certifications in areas such as Eneagram Applications for Self-Awareness and People Management, Anthropology of Consumption and Consumer Insights, UX Writing, and User Research. Carol'scertifications were obtained from institutions such as ESPM Escola Superior de Propaganda e Marketing and the Interaction Design Foundation (IDF).