Freelancer profile translated to English.
Back to original languageAbout Sonia
Hello! I'm Sonia. I have been involved in Customer Experience projects for +25 years, Customer Centricity, Design and Innovation, either in the corporate world as Area Director of multinationals, managing SMEs or as a consultant/strategist helping to understand, focus, manage and implement projects of this nature.
Understanding the customer and placing them at the center of all strategies is key to the success of a company.
English
Native or bilingual
Remote only
Primarily works remotely
Experience
- AkuyariStrategic Design | Service Design | Customer ExperienceCONSULTING AND AUDITSFebruary 2020 - Today (6 years and 4 months)Madrid, SpainPeople Centric Business DesignWe create and implement Customer Experience | Customer Centricity and Innovation strategiesAt Akuyari, we believe that the solution is in the question. That is why we investigate the essence of the problem to propose lasting solutions with results in the business. We design creative but viable services and strategies, optimizing your costs and risks.We make the difficult easy.Strategy and tactics for the application of a customer experience with DNA, relevant and with meaning.Innovation and Project ManagementImagine and shape a kinder world
- SketchinSenior Strategist, responsible for SpainCONSULTING AND AUDITSJanuary 2018 - January 2020 (2 years and 1 month)Madrid, SpainConsulting in Customer Experience, service/interaction design and digitization, Madrid/Switzerland• Responsible for the newly created business unit in Spain: definition of the strategic plan, business development, budget control and creation and development of the team of people• Development of the Sketchin brand in the local market• Responsible for the organization and set-up of projects as well as their management in terms of team, relationship with C-level stakeholders and quality of the work delivered. Service design, design thinking, agile methodology and co-creation.• Some references:Utilities – Development of the Digital Customer Journey – research of customer insights, design of the CJ To-be, development of blueprints and screenflows.Insurance – Search for opportunities for a specific segment – research of customer insights, innovative opening to value-added opportunities for the customer, design of the to-be experience for this segment and landing in a roadmap of implementation of initiatives in the short and medium term.
- Asociación DECBoard MemberCONSULTING AND AUDITSJanuary 2014 - January 2017 (3 years)ASOCIACIÓN DEC , Association for the Development of Customer Experience, Madrid• Co-Author of the DEC CX manualhttps://asociaciondec.org/publicaciones/la-experiencia-de-cliente-rentable/16996/• Co-founding of the Association and integral part of the development of its methodology and strategy
Recommendations
Be the first to recommend Sonia
Help this freelancer shine by sharing your experience working together.
These freelancer profiles also match your criteria
Agatha Frydrych
Backend Java Software Engineer
4.7
(3)
2
Baptiste Duhen
Fullstack developer
4.6
(4)
5
Amed Hamou
Senior Lead Developer
4
(2)
7
Audrey Champion
Web developer
4.3
(3)
4
Education
- Degree in Economics and Business AdministrationUniversidad Comercial de Deusto, Bilbao1995
- Key Accounts, strategy and managementIESE Business School2010
Certifications
- Customer ExperienceAsociación DEC2016