Elisa Fratini
Ux and Customer Experience - Senior Manager @PwC Italy
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WORK HISTORY
Ux and Customer Experience - Senior Manager @PwC Italy
Rome, IT
Head of User Research Team leading Digital and Omnichannel Experience Projects.User Research study Design to lead Product and Service Design phase applying qual vs quant research methods: Surveys & Interviews, Focus Group, Heuristic evaluation, Usability Testing, Tree testing and Card sorting, Customer Experience Benchmark, field studies, diary studies, Clickstreams and Digital Behaviour analysis, VOC analysis.Experience mapping and Design the service: Personas and CJ mapping, Service Blueprint, Co-Design workshop, Phygital Strategy (CX-UX), Product Design.
EDUCATION
Sapienza Università di Roma
User Experience and Service Design
Istituto Tecnico per il Turismo Cristoforo Colombo
Tourism specialist
Luiss Business School
Training Course for Project and Program Management
Università degli studi Roma TRE
Bachelor's degree in Foreign Languages and International Communication
SKILLS
ABOUT ELISA FRATINI
I work together with cross-functional teams to drive the implementation of digital touchpoints and to ensure a seamless customer experience.
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