Senior Experience Designer

• May 2023 - Present

Customer Experience Consultant

• Jun 2021 - May 2023

Consultor Senior

• May 2020 - May 2021

• Planeación y ejecución de campañas y reportes periódicos identificando comportamientos, drivers de consumo, acciones de la competencia, tendencias e intereses de audiencias para clientes tanto B2B como B2C. • Trabajo de la mano con el área comercial para la creación de nuevos productos y propuestas digitales para cliente. • Creación de portraits de clientes a través del análisis de audiencias e insights provenientes de herramientas como GWI y Brandwatch. • Desarrollo y aplicación de diferentes métodos de investigación de mercados tanto tradicionales como digitales a través del monitoreo de métricas de marketing digital y redes sociales. • Coordinación y gestión del equipo de gestión de redes y social listening. • Implementación y análisis de métricas de reputación y salud de marca. Show less

Customer Experience Expert, Online The Americas

• May 2018 - Apr 2020

• Leadership of the Voice of the Customer project for the Latin American region. . • Design and analysis of Customer Journey Mappings about different internal processes such as product implementation, customer service and post-sales processes. • Design and application of global relational and transactional surveys..• Analysis of metrics and KPIs as internal and external Net Promoter Score and Customer Satisfaction. • Development of automated dashboards for different marketing areas and processes using tools such as QlikSense, Power BI and Tableau. • Information analysis through tools such as SQL in order to extract and visualize information and insights on behavior and trends of different customer segments of the company.• Planning and execution of online workshops and webinars to evangelize the Customer Experience team knowledge and expertise. Show less

Marketing Analyst, The Americas

• Apr 2016 - May 2018

• Design and execution of 360º immersion projects with more than 60 customers around LATAM.• Implementation of different market research methods to support areas such as product and marketing strategy, including focus groups, customer interviews and transactional surveys. • Design and analysis of benchmarks, on industry and competitors information.• Participation in the Customer Satisfaction Survey and support the design of the Voice of the Customer program.

Marketing Strategy Assistant

• Jan 2015 - Apr 2016

• Planning and execution of mailing and branding campaigns• Support the development of several strategies and campaigns to optimize sales and marketing funnel.• Design of solutions portfolios and sales proposals• Work hand in hand with the Marketing Intelligence area providing market insights, trends and competitive analysis and benchmarks• Conducting surveys, interviews, and Focus groups to identify and analyze customer satisfaction and recommendation metrics.

Marketing Trainee

• Jul 2014 - Jan 2015

• Analysis and reporting based on digital marketing metrics.• Design of commercial presentations, solution proposals and external and internal communications• Logistical support for regional and local events.• Programming, sending and analysis of regional surveys for external customers.• Big data analysis and creation of customer and industry trends reports.• Design of advertising pieces for digital marketing and branding campaigns.• Support in the building and monitoring of the marketing and sales plan. Show less