Yolanda Kool

Yolanda Kool currently serves as a Consultant in Service Design at Hospital Israelita Albert Einstein, focusing on digital transformation and health service redesign. Prior to this role, Yolanda held the position of Member Engagement Manager at Alice, where management of a multidisciplinary team aimed to enhance user engagement during business model changes. As Journey Manager at Loft, Yolanda specialized in customer journey management to support marketplace growth, while at Nubank, experience ranged from CX Global Performance Lead to Mkt Project Manager, overseeing performance governance, stakeholder management, and innovative customer service strategies. Earlier roles included CX Process Specialist and Senior CX Analyst, honing skills in customer experience and team management. Yolanda's career began as a Marketing Analyst at Globaltek® and a Strategy Analyst at Ideia 3 Comunicação, where strategic communication and branding were developed for notable clients. Educational credentials include a postgraduate degree in Cinema from Centro Universitário Belas Artes de São Paulo and certification in Designing High-Impact Solutions from MIT Professional Education.