Diego Barrera Email & Phone Number

Experienced Senior Manager in Management Consulting with over 10 years of expertise, specializing in Customer Experience Solutions and Business Transformation. Renowned for an agile mindset and relentless improvement, I have successfully supported B2C and B2B clients in business strategy, digital & customer-centric transformation programs, and business optimization, and executing digital initiatives from functional, technological, and financial perspectives.I leverage AI solutions, advanced customer analytics and customer centric solutions to enhance experiences and drive data-driven decisions, transforming organizations into dynamic, customer-centric entities poised for sustained success in the digital world.Professional Experience— Over 10 years of consulting experience, advancing from Consultant to Senior Manager.— Lead the Customer Solutions practice, focusing on customer strategy, experience design, customer analytics, journeys redesign, segmentation models, predictive analytics, AI solutions and front-office optimization.— Expertise in improving customer experience (CX) through AI solutions and methodologies to enhance customer interactions, personalize experiences, and drive customer satisfaction.— Extensive experience working across multiple industries and multicultural teams globally.Key engagements include:— Leading customer-centric transformations to elevate B2B and B2C experiences.— Implementing AI customer experience solutions to significantly enhance customer satisfaction.— Driving the transformation and digitalization of front and back office processes.— Developing a global operating model for front-office functions with a customer-centric approach.— Conducting CX analysis to get insights to digitally transform the business.— Designing strategies to connect and integrate business functions with customer experience.— Developing behavioral customer segmentation models to reduce churn and increase CLTV.- Certified PMP (Project Management Professional) by PMI.- Customer Experience Professional Certified by Medallia.- Scrum Master Certified and SAFe Scrum Master Certified.