Thaysa Starling
Thaysa Starling is a Global Business Strategist with over 15 years of experience leading customer experience, service design, and innovation teams across high-growth startups and global tech companies.
She has co-scaled CX operations across 14 countries, founded two startups, and received global industry recognition for her impact-driven approach, integrating technology, AI, agile methodologies, customer data, and growth strategies.
From co-building DiDi's Global CX structure to advising high-growth startups and VC-backed companies, Thaysa has delivered results in some of the world's most dynamic environments. Her work has earned industry awards, including "Best CX Project" and "Innovation in Process".
She is also a mentor at Columbia University in New York and a frequent speaker at global CX and Service Design events, where she shares her experience in connecting customer insights, agile methodologies, and business transformation.
Based in New York, at the heart of innovation, Thaysa lives and breathes Customer Experience, AI, business strategy transformation, bringing this perspective to every project to drive real, scalable impact.
Awards, Recognitions &. community.
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★ ABT market Award winner| Innovation in Process
★ Client S.A. market award winner | Leader of Strategic Project
★ 20th ABT Award Winner | Excellence in Customer Relationship
★ 19th ABT Award Winner | Excellence in Customer Relationship
★ Winner of the Started Challenge - Technology to Transform Learning, a project powered by Lemann Foundation, Columbia University (NY), and Artemisia. (EUA)
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★ DIDI CX IBG Award winner | “Data-Driven” DIDI IBG Award winner.
★ “Golden employee”, recognized by valuable services to Didi. (Global)
★ DiDi Value Star Award winner | "Win-Win Collaboration", voted by peers. (Global)
★ Value Star Award nomination | "Diversity and Inclusion", voted by peers. (South Africa)
★ CX IBG Award winner | Global "Customer Centric" reference, voted by peers (Global)
★ Selected as one of 12 Brazilian entrepreneurs to represent Brazil on the Started Challenge - Technology to Transform Learning, a project powered by Lemann Foundation, Columbia University (NY), and Artemisia. (EUA)
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“I grew up believing that bold ideas only work when people are ready to change. That belief took me from a small city in Brazil to be an entrepreneur in New York, from operational chaos to experience-led growth, from building startups to guiding global companies. Along the way, I learned that the best strategies start with listening deeply. To customers. To teams. To what the system ignores. That's what I bring to every project: clarity to noise, courage in the ambiguity, and a deep respect for the power of people to transform everything."
— Thaysa Starling
“Thaysa's ability to integrate customer experience, operational strategy, and business performance is rare. I have worked with professionals and consultants in various markets, and very few demonstrate the strategic depth and executional clarity that she brings. Her approach is not superficial; it is structural, data-driven, and scalable. She brings vision and discipline, and her influence is felt across teams, touchpoints, and regions. Her understanding of customer experience is deeply tied to organizational performance, brand positioning, and global business outcomes.”
General Manager - Global CPG Company.
“I had the opportunity to work with Thaysa at DiDi, and later on consulting projects in the USA. Thaysa consistently impressed me with her exceptional ability to design effective business strategies and her analytical skills in addressing complex challenges. She exemplifies professionalism and dedication in all her work. I highly recommend her expertise and capabilities.”
Consultant - Tech Company.
“Thaysa proactively created an initiative that decreased solution design time by 40%, increased solutions designed per month eightfold, and improved Product Committee approvals by 17%. Acting as Scrum Master, she successfully managed 14 cross-functional sprints across eight business teams, co-creating 11 robust solutions that generated significant improvements in product development, business processes, campaigns, and platform policies. Ms. Starling’s strengths in team management, strategic thinking, execution, resilience, and stakeholder management were evident in all her endeavors.
Senior Director - Global Tech Company.