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Romy
Customer Retention Account Manage
Contact
Competencies
Experiencia demostrada en Student & Customer Experience Strategy.
Experiencia demostrada en Student Success & Engagement.
Experiencia demostrada en Learning Experience.
Experiencia demostrada en Voice of Customer / Voice of Learner.
Experiencia demostrada en Journey Mapping & Experience Design.
Education
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Summary
Customer Retention Account Manage buscando nuevas oportunidades
Experience
Head of VoC Strategy & Customer Success
Lead Voice of Customer strategy across a portfolio of B2B clients, translating customer feedback and experience data into actionable improvement opportunities.. Design customer health, satisfaction, engagement, and retention frameworks to identify risks and opportunities throughout the customer journey.. Manage strategic client relationships and act as a senior advisor across CX, VoC, Customer Success, and Experience Management initiatives.. Facilitate discovery sessions and workshops to understand stakeholder needs, define problems, and design experience strategies and solutions.. Coordinate cross-functional teams across consulting, project management, research, analytics, technology, and commercial functions.. Support proposals, solution design, presentations, and presales activities.. Work with organizations in banking, insurance, healthcare, retail, and other complex B2B environments.. Translate qualitative and quantitative feedback into structured recommendations for business and operational decision-making.
Senior Experience Designer & Qualtrics Lead
Led Experience Management and Voice of Customer initiatives for enterprise clients, combining consulting, experience design, technology, and data.. Designed and implemented VoC and Experience Management programs using Qualtrics.. Led NPS, CSAT, customer feedback, and experience measurement initiatives.. Translated customer feedback into insights, journey improvements, and strategic recommendations.. Worked directly with client stakeholders to understand business and experience challenges and translate them into practical solutions.. Designed dashboards, reports, presentations, and executive-level insights.. Delivered training and knowledge-transfer sessions for client and internal teams.. Identified opportunities to improve adoption, engagement, and the overall customer experience.. Worked across industries including banking, fintech, retail, and insurance.
CX Consultant
Managed relationships with B2B clients and supported Customer Experience initiatives.. Gathered business and user needs and translated them into experience requirements.. Worked with CX technologies including Qualtrics and Zendesk.. Supported Voice of Customer and experience improvement initiatives.. Collaborated with multidisciplinary teams to deliver client solutions.
UX & Content Consultant
Managed projects and client relationships across UX, digital content, and communication.. Designed user-centered experiences and content strategies.. Coordinated projects from discovery through delivery.. Translated user needs and behavioral insights into practical digital solutions.
Administrative / Process Support
Managed documentation, administrative processes, records, and data within a highly structured institutional environment.. Coordinated information and workflows across different stakeholders.. Developed strong organizational, analytical, and process-management skills.
Primary School Theatre Teacher
Planned and facilitated theatre activities for primary school students.. Designed age-appropriate activities focused on participation, expression, creativity, and communication.. Managed group dynamics and adapted activities to different student needs.