Freelancer profile translated to English.
Back to original languageAbout Emilio
- Consultant with over 15 years of experience in Customer Experience and Growth Management, specializing in digital customer experience strategies in the banking, insurance, and telecommunications industries.
- Artificial Intelligence Product Manager: Leader in the creation and management of AI products that optimize operational efficiency and enhance customer experience, with a focus on integrating solutions.
- Focused on optimizing retention and increasing revenue through loyalty, cross-selling, up-selling, and the development of subscription products.
- CRM expert, leading the implementation of customized solutions that transform the customer journey.
- Specialist in process reengineering applying Lean Six Sigma methodologies and automation.
Skills
- Artificial Intelligence Product Design
- Customer Experience
- Loyalty and Retention
- Growth Marketing / Campaigns
- CRM
- Process Automation
- Customer Journey Mapping
- Lean Six Sigma Black Belt
- Project/Program Management
- Change Management
- Communication and presentation to C-Levels
- Flexibility / Adaptability
- Problem Solving
- Leadership of teams from different countries
What kind of projects can I work on?
- Growth Hacking Strategy
- Sustainable Growth
- Customer Experience
- Artificial Intelligence Product Development
- Creation or increase of potential customer base
- Process Optimization
- Improvements in revenue increase
- Improvements in retention, loyalty, and recapture
If you are looking to grow sales, increase your potential customer base, implement Cross-selling-Up-selling strategies, or train your team, get in touch with me and let's talk! We can surely do great things and achieve very good results.
Best regards,
Emilio
Spanish
Native or bilingual
English
Fluent
Portuguese
Conversational
Can work on-site
Madrid (up to 50km), Madrid (up to 30km)
Experience
- N5nowArtificial Intelligence Product ManagerBANKING AND INSURANCEJanuary 2024 - Today (2 years and 5 months)Madrid, SpainI lead the strategy and development of products such as:
- Virtual Assistants
- Virtual Coaches
- Emotion Analysis
- Process Control
- Process Optimization and Automation
- Complex Data Analysis
Management of AI expert teams: I coordinate a team of developers to deliver the aforementioned solutions.Focus on measurable results: I implement predictive analysis and automation systems that anticipate risks and optimize processes, improving efficiency and personalization of services in the financial industry.Continuous innovation: I develop disruptive products that not only increase operational efficiency but also improve customer experience and extend their lifecycle. - N5nowSENIOR CUSTOMER EXPERIENCE MANAGER – CRM SOLUTION MANAGERBANKING AND INSURANCEAugust 2022 - Today (3 years and 10 months)Madrid, Spain
- Leadership of customer experience projects, focused on increasing revenue, reducing costs, minimizing risks and fraud.
- Implementation of 7 projects in different countries with an impact of 27% in productivity increase and 15% in revenue increase, achieved through cross-selling, retention, and loyalty strategies. Projects developed at Banco Santander Private Banking (USA), PagoNext (Spain), Banco Itaú (Chile), BCP (Peru).
- Implementation of CRM projects, identifying functional needs for Marketing, Campaigns, 360 Customer Profile, BPM, and generative artificial intelligence assistant modules, with a positive impact on NPS, Customer Satisfaction, and Life Time Value.
- I perform complete analyses of the Digital Customer Journey to increase profitability and customer satisfaction, delving into Data Management, improving data quality by 37%, creating fully functional and usable data lakes for commercial teams.
- Development of projects for the adoption of new solutions by employees, applying change management techniques. Implementation of the ADKAR model (change management methodology developed by Prosci).
- N5nowPRODUCT MANAGER (BANKING AND INSURANCE)BANKING AND INSURANCEJuly 2020 - April 2022 (1 year and 9 months)Madrid, Spain
- Implementation of the Virtual Wallet “Superdigital” by Grupo Santander in Latin America. Achieving 112% of objectives in new customers from the MVP launch.
- Research of banking product needs for segments C and D.
- Functional definition of products: Accounts, Cards, Loans, Sub-acquiring, Insurance, and Banking as a Service. Ensuring compliance with norms and regulations.
- Creation of development squads.
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Education
- Bachelor of Business AdministrationUniversity of Buenos Aires - National University of Tres de Febrero (Argentina)2013Licenciado en Administración de Empresas.
Certifications
- Marketing StrategyECODIEM2018