Karina Stein
About
Karina Stein is from São Paulo, Brazil. Karina is currently Head of Product at Riachuelo. In Karina's previous role as a Group Product Manager at Riachuelo, Karina worked in until Jan 2025. Prior to joining Riachuelo, Karina was a MBA Candidate at University College Dublin and held the position of MBA Candidate at Dublin, County Dublin, Ireland. Prior to that, Karina was a Group Product Manager at Gympass, based in São Paulo, Brazil from Mar 2021 to Jun 2022. Karina started working as Digital Transformation Manager at Itaú Unibanco in São Paulo, Brazil in Apr 2019. From Nov 2017 to Mar 2019, Karina was Senior Product Owner at Itaú Unibanco, based in São Paulo, Brazil. Prior to that, Karina was a Product Owner at Itaú Unibanco, based in São Paulo, Brazil from Sep 2016 to Oct 2017. Karina started working as Technology and Operations Trainee at Itaú Unibanco in São Paulo, Brazil in Dec 2015.
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Karina Stein's current jobs
Karina Stein's past jobs
- Emphasis on Digital Transformation and Digital Marketing - 75% Scholarship - GPA: 3.51
- Led an international team responsible for self-service channels in 12 countries, increasing 20 percentage points in customer satisfaction (CSAT) and 15 percentage points in customer retention. - Acted as Group Product Manager for Chatbot and FAQ products, providing strategic guidance on the discovery, backlog and stakeholder management, as well as roadmap execution. - Formulated content strategy for digital media, increasing click-through rate (CTR) from 20% to 50%. - Developed and maintained multiple hybrid chatbots, leading a cross-functional team consisting of AI, UX, data analysis, and platform development experts. - Automated OKRs monitoring, reducing data availability delay from one week to one day. - Revamped Help Center page design, improving digital channels' overall retention to 70%. - Increased leads for receptive sales from 150k to 330k per month. Tools: Figma · Notion · JIRA · Similar Web · SEMrush · Slack · Zendesk
- Led a team of 12 in the digital transformation of the back office, reducing €100 million in 2 years. - Recruited and developed over 50 individuals for the Center of Excellence (CoE) of process engineering, a pivotal area in building a skilled workforce for continuous improvement and innovation. - Held accountability for Change Management of the project, utilizing the ADKAR methodology to ensure seamless adoption and implementation of initiatives. - Collaborated with the HR team to establish Academia OPs, an internal training school designed to leverage the skills of 40,000 Operations area professionals. - Planned and executed Expo MEO, an event attended by 800 participants, including C-level executives and speakers from renowned multinational companies, such as Meta and Natura. - Contributed to developing Operational Excellence frameworks, encompassing Continuous Improvement, Quality Assurance, Outsourcing, and Production Planning and Control (PPC) subjects. Tools: Salesforce · Bizagi · Automation Anywhere · Power BI · Tableau · DocuSign · Trello
- Implemented the Net Promoter Score (NPS) system for customer services. - Performed quantitative and qualitative data analysis of key customer satisfaction indicators and implemented process improvements in the service sector, which increased NPS from 40 to 65. - Took on the task of Customer Voice (VoC) inside the Customer Service area, having used several tools to enhance customer experiences, such as Benchmarks, User Surveys, A/B Testing, Design Thinking, Personas and Experience Maps (Blueprint, Empathy Map and Journey Map). - Created events to foster the exchange of knowledge about the customer-centricity mindset. - Developed community forums and communications plans, achieving the highest engagement (likes, shares and comments) among all internal initiatives. - Product Manager of the Analytics team, defining and prioritizing analysis, and ideating data dashboards. Tools: Figma · Illustrator · Canva · Miro · Zoom · Tableau · SQL
- Ideated and constructed the bank's internal website and app, generating efficiency of €53 million/year. - Implemented the first project using an external cloud at the bank with an impact on 100,000 employees. - Participated through the entire project lifecycle: benchmarking, proof of concept (POC), Legal and Information Security approvals, hiring of specialized vendors, deploying and rolling out features. - Product Owner of the HR squad, performing the tasks of user research, framework prototyping, definition of requirements, usability testing, and features validation. - Worked in Agile method along with a cross-functional team composed of UX, Architectural and Software Engineering, and Quality Assurance. Tools: Axure · Salesforce · NSP Oracle · SAP · Microsoft
The Trainee program consisted of five projects across the divisions of the Technology and Operations areas. - Developed the retention strategy for customer service digital channels. - Optimized physical agencies processes, with a potential to reduce € 12 million/year. - Built a cockpit of KPIs for managers, creating efficiency of € 200,000/year. - Created a talent attraction program in partnership with CUBO Itaú and Redpoint Ventures. - Reduced Bad Debt Provision of the portfolio of institutional clients for the wholesale treadmill.
- Inspected construction sites and building renovations of the bank agencies. - Prepared manuals and procedure guides to support architecture and engineering professionals. - Participated in the creation of digital agencies.