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Patricia de la Fuente Jiménez

Patricia de la Fuente Jiménez

Customer Experience and CRM - Team Leader

Alta Dirección / Consultoría

Madrid, Madrid
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Sobre Patricia de la Fuente Jiménez :

Soy una apasionada del mundo de la experiencia de cliente y de todo lo que ello conlleva en el E2E: análisis cualitativos y cuantitativos, estructuración y conceptualización de insights, rediseño de procesos y Customer Journeys, otras herramientas CX (arquetipos, blueprint…), seguimiento de KPI’s, herramientas de satisfacción de cliente (Medallia), construcción de CRM desde el punto de vista de experiencia de cliente, pilotaje e implementación de los procesos en la operación de la compañía…

Sin olvidarnos de lo más importante: las personas (empleados y clientes).

Experiencia

TEAM LEADER - CUSTOMER EXPERIENCE & CRM (Securitas Direct | Dic 2022 - Currently)
- Qualitative and quantitative analysis, and AS-IS Customer Journey identification
- TO-BE Customer Journey design (as well as KPIs)
- CRM implementation from a CX point of view
- Customer Journeys (improved) integration in the CRM Definition of CX strategy


SENIOR CONSULTANT - CUSTOMER EXPERIENCE (Securitas Direct | 2020- Dic 2022)
- Qualitative and quantitative analysis to identify opportunities to improve the CX
- Use of Medallia to measure customer satisfaction
- Lead strategic cross-functional projects to improve end to end Customer Journey experiences (both telephone and digital communication channels)
- CRM implementation from a CX point of view
- Definition of CX strategy based on key levers: Processes, Products/Services and People
- Lead CX People Plan: Customer Centricity expansion across the company
- Regular communication with senior management


CONSULTANT - CUSTOMER EXPERIENCE (Securitas Direct | 2018-2020)


INTERNSHIP - CUSTOMER EXPERIENCE (Vodafone | 2017-2018)
- Voice of Customer programs, NPS suveys analysis and reduction of detraction projects

INTERNSHIP - ACCOUNTING (BNP Paribas | 2017)


INTERNSHIP - INTERNATIONAL EXPANSION (IFEMA Madrid | 2015)

Educación

MASTER OF BUSINESS ADMINISTRATION - MBA
The Power MBA | 2021-2022


MASTER IN CUSTOMER EXPERIENCE MANAGEMENT
ESIC Business School | 2020-2021


CUSTOMER EXPERIENCE MANAGEMENT
Industrial Organization School (EOI) | 2018
 

BACHELOR OF BUSINESS ADMINISTRATION
Aarhus University, Denmark | 2016


BUSINESS ADMINISTRATION DEGREE (IN ENGLISH)
Universidad Carlos III de Madrid | 2013-2017

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