Roberta Russo
Milano
Summary
Multipod & Cat Lover.
Passionate about crafting exceptional customer experiences, I find joy in connecting with people and understanding their needs through design.
My love for developing and reimagining high-quality products and services stems from the desire to forge stronger bonds with customers.
Thriving on collaboration, I enjoy working with people to create innovative solutions that not only meet but exceed expectations.
Eager to bring this passion for customer-centric design and collaborative problem-solving to a dynamic and forward-thinking team.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Journey & Service Designer
Fastweb Spa
Milano
02.2022 - Current
- Led the analysis, design, and implementation of innovative products and services;
- Organized and facilitated co-design workshops, with cross-functional teams, applying Design Thinking principles to achieve user-centric solutions;
- Managed Customer Journey processes, ensuring seamless experiences from requisition to delivery.
- Monitored technical and business KPIs, identifying and implementing optimization strategies;
- Instructed "Design Thinking and Service Design" courses to impart knowledge and best practices
Business Analyst | Customer Journey Design & Dev
Fastweb Spa
Bari
11.2015 - 02.2022
- Collaborated with cross-functional team to introduce new services and products, improving existing ones, ensuring the best possible customer experience;
- Facilitated brainstorming sessions with cross-functional teams for problem solving activities.
- Conducted thorough business process analysis, resulting in the identification of inefficiencies and areas for improvement.
- Collaborated with stakeholders to gather and document detailed business and system requirements.
- Utilized data analysis techniques to extract valuable insights, informing strategic decision-making.
Project Manager | Online Self Care & KB
Fastweb Spa
Bari
04.2009 - 10.2015
- Led the design and development of multichannel Self Care services, enhancing customer experience and satisfaction.
- Crafted and executed communication plans to promote products effectively to both existing customers and prospects.
- Monitored KPIs and conducted VOC analysis to drive data-driven decision-making.
- Governed internal and external Knowledge Bases, overseeing planning, design, and production processes.
- Managed Social Media governance, including strategy development, monitoring, reporting, planning, and vendor relationships.
- Oversaw the online Brand Reputation, implementing social listening strategies to maintain a positive online presence.
Education
M.D. - Public, Social And Corporate Communication
Università Degli Studi Di Bari
Bari10.2020
Lettres, Edition, Médias, Audiovisuel
Sorbonne Université
Paris01.2020
J.D. - Public Relations and Multimedia Communication
Università Degli Studi Di Bari
Bari07.2018
Digital Reputation Management - Short Master
Università Degli Studi Di Bari
Bari04.2018
Languages
Italian
First Language
English
Advanced (C1)
C1
French
Advanced (C1)
C1
Certification
- Certified Service Design Scale Up, Amploom - 2022
- Certified Miro Essential, Miro Academy - 2022
- Certified Big Data e comunicazione digitale, FDA - 2022
- Certified Growth Marketing Sprint, FDA - 2021
- Certified Design Thinking for Innovation, University of Virginia Darden School of Business - 2020
- Certified Client Needs and Software Requirements, University of Alberta - 2020
- Certified Software Processes and Agile Practices, University of Alberta - 2020
- Certified Social Neuro Marketing, FDA - 2020
- Certified Digital Marketing Fundamentals, FDA - 2018
- Certified Google Digital Training - Fondamenti di Marketing Digitale, FDA - 2018
Timeline
Customer Journey & Service Designer
Fastweb Spa
02.2022 - Current
Business Analyst | Customer Journey Design & Dev
Fastweb Spa
11.2015 - 02.2022
Project Manager | Online Self Care & KB
Fastweb Spa
04.2009 - 10.2015
M.D. - Public, Social And Corporate Communication
Università Degli Studi Di Bari
Lettres, Edition, Médias, Audiovisuel
Sorbonne Université
J.D. - Public Relations and Multimedia Communication
Università Degli Studi Di Bari
Digital Reputation Management - Short Master
Università Degli Studi Di Bari
- Certified Service Design Scale Up, Amploom - 2022
- Certified Miro Essential, Miro Academy - 2022
- Certified Big Data e comunicazione digitale, FDA - 2022
- Certified Growth Marketing Sprint, FDA - 2021
- Certified Design Thinking for Innovation, University of Virginia Darden School of Business - 2020
- Certified Client Needs and Software Requirements, University of Alberta - 2020
- Certified Software Processes and Agile Practices, University of Alberta - 2020
- Certified Social Neuro Marketing, FDA - 2020
- Certified Digital Marketing Fundamentals, FDA - 2018
- Certified Google Digital Training - Fondamenti di Marketing Digitale, FDA - 2018
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