Marian Montesinos

- Project Manager specialized in transformation and customer experience projects.

- Projects related to in-store customer experience, digital customer experience, and product delivery customer experience.

- I analyze customer feedback and turn it into tangible results for continuous improvement.

- I ensure timelines, deliverables, and client satisfaction in various projects.

Some project examples include:

- Design and implementation of a customer feedback model with Qualtrics: defining different ways to capture customer feedback throughout the Customer Journey, analyzing it to create improvement plans, and following up with business areas for the proper implementation of improvement actions.

- Redesign of customer communications: mapping AS IS communications, diagnosis, and TO BE definition. Coordination with different involved areas (IT, Customer Care, Digital Transformation, Supply...)

- Diagnosis and improvement of the delivery experience: analysis of customer feedback, identification of main pain points, action plan, and implementation with Supply of different initiatives.

- Design of new services for the customer, from the customer's perspective: identification of customer needs, definition of the service value proposition, and customer relationship model.

Connecting Visions is a startup founded in 2018 and backed by Banco Santander, created with the mission to revolutionize the consulting world, connecting our clients' challenges with the best talent and technology through an ecosystem of +1800 freelancers and companies, ensuring project results. Within Connecting Visions, my main functions are:

- I lead the customer experience vertical: alliances with leading CX technologies (Medallia, Qualtrics, Sandsiv), creation of the CX ecosystem within the company, search for strategic partners and joint go-to-market, KPI monitoring, and ensuring sales objectives are met.

- Project Management of CX projects, ensuring milestones, deliverables, and client satisfaction by coordinating different stakeholders.

- Management of the ecosystem experience (+1800 freelancers) with whom we carry out all our projects: definition of feedback model, eNPS, actions for experience improvement, training, and CX evangelization within the company.

- Search for the most cutting-edge employee and customer experience technologies and specialized profiles to form the best ad-hoc team for each project.

- Consultative selling and account management for clients such as Banco Santander, Santalucía Seguros, Metrovacesa, Germainne de Capuccini...

- Development of recommendations and proposals to clients on how to solve their business challenges.

- Coordination of multidisciplinary teams in different projects, defining roles, governance model, and ensuring project scope.

- In parallel to my work, I started my personal project Auténticas, where I organize training and networking events.

- More than 50 female entrepreneurs attended the last event.