Melissa Arias
Tampa,FL
Summary
Experienced in Behavioral and Service Design with a communications Degree. Skilled in digital tools including Microsoft Office, Google Workspace, Miro, Figma, and UX writing. Expertise in creating end-to-end experiences and behavioral interventions, from user research to A/B testing and MVPs.
Overview
5
5
years of professional experience
Work History
Behavioral Design
RIMAC SEGUROS
05.2024 - 10.2024
- Lead user research projects, identifying barriers and motivations by analyzing qualitative and quantitative data to understand user behavior
- Collaborated with interdisciplinary teams to conduct comprehensive studies and generate valuable insights.
- Increased client satisfaction by delivering comprehensive research reports and actionable insights.
- Applied behavioral frameworks, including COM-B, EAST, Behavioral Mapping, and the Octalysis Model, to design and validate behavioral interventions.
- Designed interventions through experimentation, utilizing A/B testing methodologies to drive impactful results.
- Experience with health-focused projects supporting pregnant women, new mothers, and oncology patients.
Service Designer
RIMAC SEGUROS
10.2021 - 04.2024
- Designed user journeys, service blueprints, and implemented methodologies like Human-Centered Design and Design Thinking.
- End-to-end development and execution of research plans, conduct interviews and surveys with clients and other stakeholders to understand their needs, expectations, and pain points
- Design and implementation of end-to-end experiences, with a strong focus on the discovery and design stages
- Analyzed user behavior and feedback to optimize design and user experience.
- Experience leading ideation sessions and executing pilots and MVPs
- Worked on projects involving: bot flows and conversations, churn management, cross-selling, customer loyalty, health (pregnant women), VIP client experiences, and vehicle insurance renewals
Learning Assistant
Rimac Seguros
04.2021 - 09.2021
Communications and Training Consultant
Rimac Seguros
11.2020 - 03.2021
Public Relations and Communications Intern
Newlink Group
12.2019 - 08.2020
Education
Lean Thinking -
Universidad De Ingeniería Y Tecnología (UTEC)
Lima, Perú11.2023
Customer Experience -
Universidad De Ingeniería Y Tecnología (UTEC)
Lima, Perú03.2023
Experience Academy -
Colectivo 23
Lima, Perú08.2021
Business Applied Excel -
Colectvo 23
Lima, Perú12.2020
Bachelor of Communications - Corporate Communication And Image
Universidad Peruana De Ciencias Aplicadas
Lima, Perú11.2020
Skills
- Design Research, Data Analysis & Interviewing Techniques
- A/B Testing & Experimentation
- UX Writing
- Excellent written and verbal communication
- Problem-solving abilities
- Innovative thinking
- Empathy Development
- Collaborative mindset
- Customer Service
- Adaptability and Flexibility
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Behavioral Design
RIMAC SEGUROS
05.2024 - 10.2024
Service Designer
RIMAC SEGUROS
10.2021 - 04.2024
Learning Assistant
Rimac Seguros
04.2021 - 09.2021
Communications and Training Consultant
Rimac Seguros
11.2020 - 03.2021
Public Relations and Communications Intern
Newlink Group
12.2019 - 08.2020
Lean Thinking -
Universidad De Ingeniería Y Tecnología (UTEC)
Customer Experience -
Universidad De Ingeniería Y Tecnología (UTEC)
Experience Academy -
Colectivo 23
Business Applied Excel -
Colectvo 23
Bachelor of Communications - Corporate Communication And Image
Universidad Peruana De Ciencias Aplicadas
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