Dear reader, welcome to my journey as a Senior Service Experience Designer & Researcher based in Mexico City.
Service Experience Designer & Researcher
Service Experience Designer & Researcher
About Me
Majo is a Senior Service Experience Designer and Researcher at Capgemini Invent and the Co-Founder and Leader of the SDN Chapter Monterrey (@sdnchaptermty), promoting service design in Mexico. With over seven years of experience in Financial Services and Consumer Packaged Goods (CPG), she helps clients turn ideas into successful products and services. As a Design Thinking expert, she leads multidisciplinary teams that prioritize the customer’s voice and data-driven decision-making.
Featured Work
Featured Work
2022 – 2024
Here is a curated selection of my recent international projects, where I have had the privilege of contributing my expertise and perspective. Rooted in Design Thinking methodologies, each project was shaped by a multidisciplinary team of talented professionals, united in the pursuit of creating meaningful value for both customers and the business.
CPG INDUSTRYLeading Strategy Research & Enabling Teams for Supply Chain Digital Transformation
Mexico City – Monterrey, México (2024-2025)
Led strategy research, interviewing C-level stakeholders to shape vision, identify risks, and drive Supply Chain processes transformation across regions and designed workshops to enable a 120+ executive team for a Global Template S/4HANA program.
SKILLSET / TOOLS• Strategic Research and Insight Generation
• C-Level and Stakeholder Management
• Workshop Design and Facilitation
• Change Management
FINANCIAL SERVICESNext-Gen Branches: From Detailed Service Experience Design to Real Scale Prototyping and Implementation
Mexico City – Lima, Perú (2022-2023)
Through a unique perspective on how to bring the bank transformation to life, with a co-creative test and learn approach, I was part of the design team that created full-scale prototypes to validate the in-branch and facades service experience concepts and spaces.
SKILLSET / TOOLS• Experience Design and Cross-Functional Collaboration
• Service Experience Blueprint Mapping
• Lean Prototyping and Testing
• Implementation Roadmap and Recommendations
FINANCIAL SERVICESDesigning a Seamless & Impactful Employee Experience Lifecycle: From Onboarding to Growth & Retention
Mexico City– Lima Perú (2023-2024)
Based on a deep readiness assessment and in-depth interviews, the team contrasted the service results delivered by the Talent team against employee perception to discover the gaps to close, I was in charge of designing the future employee experience to deliver a memorable service.
SKILLSET / TOOLS• Qualitative Research, Insight Generation and Gap Analysis
• Service Experience Blueprint Mapping and Signature Moments
• Initiative Roadmap