You're seeing this page as if you were . The main menu is still yours, though. Exit from immersion
Malt Strategy
New report
Malt Tech Trends 2026
Tomás Ibáñez GranaTI

Tomás Ibáñez Grana

Customer Experience, UX, Service Design

€300/day
2 projects
Madrid, ES
8-15 years
customer experience
Customer behavior
Service Design
User Experience

Average response time: 1 hour

Freelancer profile translated to English.
Back to original language

About Tomás

Experienced consultant in customer experience and service design projects. My job is to gain "insight" into customer behavior (always supported by data), transform it into business strategy and processes, and finally mobilize the organization towards change.
All the work will make sense when the return of the new experience is accredited: conversion rates, loyalty and value of the customer portfolio or savings in operating costs.
I have participated in more than 40 CX / service design projects, as project manager or senior consultant, in various sectors, companies and countries.

  • English

    Fluent

  • Spanish

    Native or bilingual

Can work on-site
Madrid (up to 50km), Madrid (up to 50km), Oviedo (up to 50km)

Experience

  • Brain Trust Consulting Services
    Consultant
    CONSULTING AND AUDITS
    August 2010 - Today (15 years and 10 months)
    Madrid, Spain
    Consultant in roles of Project Manager / Senior Consultant. Customer experience management and service design projects, in telco, banking, retail. b2b and b2c.
    Responsible for project design, team coordination and execution towards the client.
    > 40 Projects in period in Spain, Chile, Brazil, Peru and Mexico.
    Clients for whom I have completed Customer experience / Service Design projects as Project Manager:
    IKEA, TOYOTA, BBVA, AT&T, WOM Chile, Santander, Movistar México, VIVO Brasil, Entel (Perú, Chile), GAES, Claro Chile, Yoigo, Triumph, Cromology, ICCS Contact Center, Instituto de Empresa IE (Madrid), Universidad Católica de Chile.
    Team management Data analysis Business analytics Marketing servici
  • Orange
    Customer service director
    TELECOMMUNICATIONS
    September 2002 - September 2008 (6 years)
    Madrid, Spain
    Responsible for Orange's customer service, residential customer business unit, for call center and web channels.
    Service strategy, management of own and outsourcing teams, processes and quality control.
    ges Change management Customer service Process facilitation

Reviews

0.0

Out of 0 rating

J

Jorge

Accenture Spain - Design (Interactive) / Fjord

Reviewed on 12/3/2021

Recommendations

Be the first to recommend Tomás

Help this freelancer shine by sharing your experience working together.

These freelancer profiles also match your criteria

AgathaA

Agatha Frydrych

Backend Java Software Engineer

4.7

(3)

2

BaptisteB

Baptiste Duhen

Fullstack developer

4.6

(4)

5

AmedA

Amed Hamou

Senior Lead Developer

4

(2)

7

AudreyA

Audrey Champion

Web developer

4.3

(3)

4

Signup to reveal

Education

  • Customer experience management, professional certification
    Go CEM (London)
    2008
    Primera y más reconocida certificación profesional en "customer experience management" a nivel internacional
  • User Experience Intensive
    Adaptive Path (Dublin)
    2014
    Certificación profesional en UX / UI
Check out Tomás's education

Skill set

Customer Journey
Employee experience
Competitive analysis
Customer Experience Design
Business analytics
Business development
UX Research
Workshop Facilitation
Human Centered Design
Design Research
Workshops
Strategic Design
Focus Groups
Design Thinking
Team management
Data analysis
Marketing
servici
ges
Change management
Customer service
Process facilitation

Categories