Roles
Leading the Experience Organization Through Profound Change
DocuSign
Role: Acting VP of Experience
The VP and several key UX leaders left DocuSign in weeks. I stepped in as acting VP to keep project momentum, retain talent, and reorganize our UX team of over 100 people.
With a new leadership team, we quickly met goals, maintained a strong team despite layoffs, and improved our process with better collaboration.
“Ricardo understood the need for a strong yet empathetic leadership. He fulfilled that role.”
Empowering Farmers and Field Advisors to Collaborate Using Real World Data
The Climate Corporation (Bayer)
Role: User Experience Architect
As a UX Architect at The Climate Corporation (part of Bayer Crop Science), I led activities partnering with 50+ Product, Engineering, Science, and UX to consolidate the digital experience and enable global collaboration between farmers and Bayer advisors.
Our joint efforts led to 50% fewer steps in tasks, improvements in the data models, and increased confidence in farmer-advisor decisions related to purchases and planning.
“The principles, vision set by Ricardo are alive and well. The product is more modular, consistent, and flexible. App navigation is significantly easier for users”
Redefining the Use of Financial Products to Boost Customers Lifetime Value
ING Bank (Spain)
Role: Innovation Challenger
I joined a seasoned innovation team at ING Spain to reframe the use of everyday financial products like checking and savings accounts. We aimed to boost customer engagement and product adoption. As a Challenger, I led the team in developing the initial proposal for the C-Staff.
The pitch to executive leaders became a multi-year, global program for the organization.
“Ricardo’s ability to drive lasting change and secure stakeholder buy-in paved the way for a transformative initiative still shaping the roadmap years later.”
Reframing the Small Business Banking Application Experience
Capital One
Role: Director, Program Pioneer
As the UX leader of the Small Business Banking team, our top priority was improving the heavily regulated account application process. I worked closely with operations, engineering, product, and sales directors to jointly oversee a project team of 60.
I led efforts to jump start the end-to-end experience program, hire and train resources for the improvements, and work toward a three-year vision.
In the program’s first delivery, we cut application time by more than half and tripled traffic in critical steps.
“Ricardo helped to create the First Time Value program, the first real end-to-end experience design project. He influenced the Product team to adopt more end-to-end programs like it. This is a win for him and for Design.”
Coaching, Training Teams to Tackle High Impact Service Issues
Pedidos Ya (Uruguay)
Role: Cross-functional Team Coach
The CX team at Pedidos Ya, a leading food delivery service in South America, sought to solve an issue creating more than half of customer service tickets. Partnering with the heads of CX, CS, and Design, I coached a cross-functional team of 16.
In five days, the team formed a solid hypothesis using CS data and tested a solution prototype. Despite its technical complexity, the team launched the MVP within 60 days.
“After participating in the training, I was inspired to look for bigger challenges.
Today, I am facilitating my own workshops on how to improve services and bring value to customers”
