Juliana Aguiar

Juliana Aguiar is an experienced Customer Experience Manager currently leading a team of approximately 50 professionals at Fluency Academy, focusing on strategic goals such as reducing churn and enhancing product adoption. Additionally, Juliana is active in the Comunidade de Mulheres de CX/CS/UI/UX, facilitating knowledge sharing among over 900 women in the field. Previous roles include Customer Experience Manager and Insights at Dotz, where Juliana developed CX strategies and metrics, and Coordinator of Customer Experience at Azul Linhas Aéreas Brasileiras, overseeing satisfaction metrics like NPS and CSAT. Juliana's educational background includes an MBA in Customer Centric Marketing from ESPM and certifications in Customer Experience from Instituto Cliente Feliz and FGV.