Since joining Tangível in February 2022, I have served as a key external consultant for their principal client, Santander Portugal.
My role has evolved significantly, initially contributing to the Engagement Squad (within the Digital Marketing department), and later transitioning to my current position as a member of the bank’s central Experience Design team.
A considerable part of the job consists on managing and editing content on a CMS (Adobe Experience Manager). The rest encompasses UX Writing and copywriting, as well as content strategy, and quite a lot of diplomacy.
Help & Support
The first project I was assigned to at Santander was the implementation of a new Help & Support section on the Portuguese website. There were already prototypes in place, so we had to apply most of that UI; and adapt the UX to the national context by restructuring flows, requesting information to the local customer service areas, and making sure we were working towards building a strong MVP — one that could meet the real needs of users right from day one.
I was responsible for:
- gathering, translating and localising information
- implementing UX writing and plain language principles
- the information architecture and content hierarchy
- project management.
New pages
From 2023-2025, a significant dimension of my daily work involved end-to-end page development, encompassing:
- engaging with several Product Owners to address their content publication needs
- executing the technical component of UX writing and copywriting
- collaborating with the SEO team
- editing the page within AEM
- publishing the page (go-live).
A new Help Center
The bank’s Help & Support section has recently envolved into a fully integrated Help Center that serves the bank’s digital channels.
I am currently responsible for the content strategy and creation of all FAQ and support material, ensuring coherence and optimal user experience across:
- the main website
- the Santander App
- NetBanco (homebaking platform).
Blog
From time to time, I also write content for Salto, the bank’s blog (in Portuguese):
- 5 receitas vegetarianas para experimentar em casa
- Capitais europeias: descubra-as
- Meditação: o que é e como meditar
- Higiene do sono: saiba o que é e como pode melhorar a sua
- Halloween: descubra as origens e recolha ideias para celebrar em grande
- Auroras boreais e austrais: descubra o que são e onde as pode ver
