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Fernando Arturo Muñoz Sánchez is listed as Director Fintech Customer Experience | CX Insights | Customer Care Expert | LATAM | Market Research | Customer Journey Developer at DiDi, based in Mexico City, Mexico, Mexico. AeroLeads shows a matched LinkedIn profile for Fernando Arturo Muñoz Sánchez.
Fernando Arturo Muñoz Sánchez previously worked as Director Customer Experience for DiDi Fintech Mexico at Didi and Head of Customer Experience at Cmi-Corporación Multi Inversiones. Fernando Arturo Muñoz Sánchez holds Mba from Universidad Iberoamericana, Ciudad De México.
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Leading Customer Experience and Service strategy, improving and innovating Customer Journey based on insights and drivers. Responsible for NPS, CSAT and ROI CX projects at DiDi Fintech, Central America Restaurants, Interjet Airlines, and Aeromexico Airlines. Results driven by strategies, policies, and procedures through transversal corporate actions. I aim to leverage satisfaction and recommendation levels to increase brand value and positioning.
Listed skills include Marketing, Voz Del Cliente, Conocimiento Del Cliente, and Experiencia Del Cliente.
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Ciudad De México, México
Director responsible for creating CX strategies for DiDi Fintech Products (Credit Card, Cash Loan, and Wallet), structure, and processes to ensure internal efficiency. Translate the Business strategy into CX Plans. Define, monitor, and deliver area OKR’s. Establish governance to disseminate the "Voice of the Customer" to Operations & Business areas. Lead.
Guatemala, Guatemala
Responsible for Service Model and Measurements of Customer Experience for four major brands of QSR/Casual Dining in Central America (Guatemala, El Salvador, Costa Rica, and the south border of Mexico). Director of the NPS and OSAT methodology. 70 M of transactions per year.
Ciudad De México, México
Market Research Director, owner of Customers’ insights and competitors’ attributes. Responsible for Customer Experience strategy. Leader of Customer Experience, Service, and Internal Review teams. Reporting to Chief Commercial Officer, responsible for improving Customer Journey; based on insights, I developed the notification program for protected.
Ciudad De México, México
Responsible for directing, developing, and implementing projects of continuous improvement in processes, procedures, and policies that directly affect Aeromexico’s Customer Journey, to increase customer satisfaction levels according to quality standards and compliance. Operational observations were reported to the Chief Operational Officer of the airline.
Ciudad De México, México
Design and execution of Aeromexico's transactional voice of the customer program to define and develop improvement initiatives that allow the company to increase its NPS score. Identify strengths and service opportunities to increase customer loyalty. 265K annual surveys and research studies.
Ciudad De México, México
Creation of the strategy and direction of the organizational efforts to provide solutions to affected customers across the entire experience, responsible for recovering customers’ preferences and generating promoters among corporate clients and regular users, in compliance with legal frameworks and commercial agreements. 200K clients served per year, 18.
Ciudad De México, México
Responsible for Global Customer Care Department, helping customers from America, Europe, and Asia, always respecting their rights and going further their expectations to regain their business and loyalty. Managing Digital and Traditional channels.
Ciudad De México, México
Responsible for Customer Care Indicators/KPI's, Airline Compensation Budget, and affected passengers index. Information for SkyTeam Workshops and Benchmark Committees.
Ciudad De México, México
Internal Review leader, responsible for Mystery Shopper Reports and internal audits to Customer Care Department.
Ciudad De México, Mexico
Responsible for Action Plans and Internal Review Unit for International Dollar Card. Monitoring and audits for Service and Compliance.
Ciudad De México, México
Responsible for Current and Past due balance of International Credit Card, managing accounts for customers in the USA, Caribbean, and Latin america.
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Fernando Arturo Muñoz Sánchez works for DiDi.
Fernando Arturo Muñoz Sánchez is listed as Director Fintech Customer Experience | CX Insights | Customer Care Expert | LATAM | Market Research | Customer Journey Developer at DiDi.
Fernando Arturo Muñoz Sánchez is based in Mexico City, Mexico, Mexico while working with DiDi.
Fernando Arturo Muñoz Sánchez has worked for Didi, Cmi-Corporación Multi Inversiones, Interjet, Aeromexico, and American Express México.
You can use AeroLeads to view verified contact signals for Fernando Arturo Muñoz Sánchez at DiDi, including work email, phone, and LinkedIn data when available.
Fernando Arturo Muñoz Sánchez holds Mba from Universidad Iberoamericana, Ciudad De México.
Fernando Arturo Muñoz Sánchez is listed with skills including Marketing, Voz Del Cliente, Conocimiento Del Cliente, and Experiencia Del Cliente.
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