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, 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.
CPRD 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-store 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