Customer Experience - Project Manager & BI

• Oct 2020 - Present

Being part of an amazing and multidisciplinary team that works every day to improve our SaaS platform. Marketing strategies and intelligence to increase lead generation, negotiations, and explore new market opportunities. Customer relationship enhancement to improve our up-selling and cross-selling strategiesSupport business intelligence department in the deployment of Customer and Employee programs.Data analysis, visualization, and Text Analytics (Power BI) making sense of customer feedback, removing noise from real insights.

Customer Experience Consultant

• Feb 2020 - Jul 2020

Journey and persona Archetypes designing with qualitative and quantitative analysis, segmentation clustering. Identifying and connecting pain points and MoTs with the organizational structure to design new experiences.Designing and implementing VoC and VoE programs with an end-to-end vision.Using advanced statistical analysis to exploit Customer Feedback with predictive models and exploring new measuring and methodologies. Journey and persona Archetypes designing with qualitative and quantitative analysis, segmentation clustering. Identifying and connecting pain points and MoTs with the organizational structure to design new experiences.Designing and implementing VoC and VoE programs with an end-to-end vision.Using advanced statistical analysis to exploit Customer Feedback with predictive models and exploring new measuring and methodologies.

Customer Experience Analytics

• Mar 2019 - Feb 2020

Survey design, insights, reporting, and statistical analysis with Customer Feedback (In all 3 supermarket brands):Active participation in the design, distribution, monitoring, and reporting of the Voice of the Customer Program in 3 main brands (DIA, La Plaza de DIA, E-commerce) with more than 3000 stores and franchises with on average 35.000 monthly responses using Qualtrics CX and Clarabridge for text analytics.Creation of ad-hoc research: Prices perception, assortment reduction, customer feedback on pilot stores. Ecommerce and DIA APP Customer Journey designing identifying pain points and proposing improvements for the specific buyer persona.Managing and supporting more than 400 users who accessed Qualtrics daily and maintaining direct contact with the 13 regional centers that actively used customer feedback.A / B testing on the Ecommerce VoC program emails increasing the response rate by 2%Developing and implementing the methodology and statistical analysis to design strategies to test, measure, and enhance our work (Predictive models ARIMA and Logit, methodological research).

Co-Founder

• Dec 2015 - Dec 2016

Customer Development Intern

• Jan 2016 - Jul 2016