Sofia Silva
I’m Sofia, a Product and CX Leader, Mentor and Advocate for user delight. I help teams simplify, clarify, and create experiences users love.
I bring together deep expertise in Design, HCI, Business, and Systems Thinking to solve problems holistically. I help untangle complexity and craft experiences that feel effortless.
Selected projects
Area provides real insights, without the data overload.
Expertise
Customer experience is no longer one skillset — it’s a system. To lead in this space, I work at depth and across disciplines.
AI and Automation
I integrate AI automation into the customer journey to remove friction and unlock scale. Most recently, I led the implementation of a voice AI concierge across multiple service channels, reducing average handling time by 28% while boosting NPS by 9 points.
Leadership
I lead by creating clarity and psychological safety. My approach combines OKRs with regular 1:1 coaching and async feedback loops to drive aligned execution. I believe great leaders multiply others' impact, not just their own.
Change Management and CX
Driving CX change means balancing transformation with trust. I’ve led global replatforming projects, designed digital transformation services, and coached teams through agile adoption.
Customer Experience & GTM Alignment
I bridge CX strategy and GTM execution to deliver consistent value across the funnel. By aligning voice-of-customer data with marketing and product roadmaps, I ensure that acquisition promises match delivery.
Culture & Teams
Culture is the engine of sustainable CX. I’ve built teams across cultures and time zones, focusing on inclusion, accountability, and curiosity. I use pulse surveys, peer mentoring, and cross-training to fuel both retention and innovation. A strong team culture is not a perk — it’s your customer’s experience.
Data & Insights
I turn data into direction. By combining quantitative analysis with qualitative feedback, I surface insights that drive product, CX, and GTM decisions. From funnel diagnostics to behavioral segmentation, I uncover patterns that improve customer outcomes and business performance.
Personalization & Segmentation
I craft tailored experiences through actionable segmentation. From psychographic profiling to real-time behavioral triggers, I use data to deliver relevance at every touchpoint. Recently, I introduced dynamic content personalization in onboarding flows, increasing activation by 22% and cutting time-to-value in half.
Product Innovation & Management
I drive product strategy that balances customer insight with commercial viability. I collaborate closely with design, engineering, and marketing to define MVPs and run iterative pilots. By embedding CX research early, we’ve accelerated time-to-market and reduced feature bloat
Companies I worked with
and for
® 2025 Sofia Silva. All rights reserved
cembia@gmail.com | +31 618 570 382 | Linkedin →
I’m Sofia, a Product and CX Leader, Mentor and Advocate for user delight. I help teams simplify, clarify, and create experiences users love.
I bring together deep expertise in Design, HCI, Business, and Systems Thinking to solve problems holistically. I help untangle complexity and craft experiences that feel effortless.
Selected projects
Area provides real insights, without the data overload.
Expertise
Customer experience is no longer one skillset — it’s a system.
To lead in this space, I work at depth and across disciplines.
AI and Automation
I integrate AI automation into the customer journey to remove friction and unlock scale. Most recently, I led the implementation of a voice AI concierge across multiple service channels, reducing average handling time by 28% while boosting NPS by 9 points.
Leadership
I lead by creating clarity and psychological safety. My approach combines OKRs with regular 1:1 coaching and async feedback loops to drive aligned execution. I believe great leaders multiply others' impact, not just their own.
Change Management and CX
Driving CX change means balancing transformation with trust. I’ve led global replatforming projects, designed digital transformation services, and coached teams through agile adoption.
Customer Experience & GTM Alignment
I bridge CX strategy and GTM execution to deliver consistent value across the funnel. By aligning voice-of-customer data with marketing and product roadmaps, I ensure that acquisition promises match delivery.
Culture & Teams
Culture is the engine of sustainable CX. I’ve built teams across cultures and time zones, focusing on inclusion, accountability, and curiosity. I use pulse surveys, peer mentoring, and cross-training to fuel both retention and innovation. A strong team culture is not a perk — it’s your customer’s experience.
Data & Insights
I turn data into direction. By combining quantitative analysis with qualitative feedback, I surface insights that drive product, CX, and GTM decisions. From funnel diagnostics to behavioral segmentation, I uncover patterns that improve customer outcomes and business performance.
Personalization & Segmentation
I craft tailored experiences through actionable segmentation. From psychographic profiling to real-time behavioral triggers, I use data to deliver relevance at every touchpoint. Recently, I introduced dynamic content personalization in onboarding flows, increasing activation by 22% and cutting time-to-value in half.
Product Innovation & Management
I drive product strategy that balances customer insight with commercial viability. I collaborate closely with design, engineering, and marketing to define MVPs and run iterative pilots. By embedding CX research early, we’ve accelerated time-to-market and reduced feature bloat
Companies I worked with and for
® 2025 Sofia Silva. All rights reserved
cembia@gmail.com | +31 618 570 382 | Linkedin →
I’m Sofia, a Product and CX Leader, Mentor and Advocate for user delight. I help teams simplify, clarify, and create experiences users love.
I bring together deep expertise in Design, HCI, Business, and Systems Thinking to solve problems holistically. I help untangle complexity and craft experiences that feel effortless.
Selected projects
Area provides real insights, without the data overload.
Expertise
Customer experience is no longer one skillset — it’s a system.
To lead in this space, I work at depth and across disciplines.
AI and Automation
I integrate AI automation into the customer journey to remove friction and unlock scale. Most recently, I led the implementation of a voice AI concierge across multiple service channels, reducing average handling time by 28% while boosting NPS by 9 points.
Leadership
I lead by creating clarity and psychological safety. My approach combines OKRs with regular 1:1 coaching and async feedback loops to drive aligned execution. I believe great leaders multiply others' impact, not just their own.
Change Management and CX
Driving CX change means balancing transformation with trust. I’ve led global replatforming projects, designed digital transformation services, and coached teams through agile adoption.
Customer Experience & GTM Alignment
I bridge CX strategy and GTM execution to deliver consistent value across the funnel. By aligning voice-of-customer data with marketing and product roadmaps, I ensure that acquisition promises match delivery.
Culture & Teams
Culture is the engine of sustainable CX. I’ve built teams across cultures and time zones, focusing on inclusion, accountability, and curiosity. I use pulse surveys, peer mentoring, and cross-training to fuel both retention and innovation. A strong team culture is not a perk — it’s your customer’s experience.
Data & Insights
I turn data into direction. By combining quantitative analysis with qualitative feedback, I surface insights that drive product, CX, and GTM decisions. From funnel diagnostics to behavioral segmentation, I uncover patterns that improve customer outcomes and business performance.
Personalization & Segmentation
I craft tailored experiences through actionable segmentation. From psychographic profiling to real-time behavioral triggers, I use data to deliver relevance at every touchpoint. Recently, I introduced dynamic content personalization in onboarding flows, increasing activation by 22% and cutting time-to-value in half.
Product Innovation & Management
I drive product strategy that balances customer insight with commercial viability. I collaborate closely with design, engineering, and marketing to define MVPs and run iterative pilots. By embedding CX research early, we’ve accelerated time-to-market and reduced feature bloat
Companies I worked with and for
® 2025 Sofia Silva. All rights reserved
cembia@gmail.com | +31 618 570 382 | Linkedin →