Ivan Padilla Email and Phone Number

Develop and implement a global strategy to create a beacon metric and key drivers to measure dealer sentiment for priority markets, support regional leads to identify pain points and create action plans to provide dealers the right tools to deliver the best and unique customer experience and augment brand loyalty.

Led the development and operations of a customer experience (CX) platform, including the migration to a new SaaS application. Launched digital web and app to collect customer sentiment through digital experience with the brand.Provided data collection, analysis, and recommendations to improve eCommerce, loyalty programs, and a several touchpoints in the customer journey.Coordinated and analyzed benchmark studies to identify market trends and customer preferences to drive strategies to augment loyalty and market share.

Managed the integrity process of satisfaction studies, used Human-Centered Design and artifacts like personas and journey mapping to improve the Goodwill Program to reward loyalty and augment brand advocacy. Managed SaaS application to design and deploy multiple studies for touchpoints in the customer and dealer journey. Participated in forums to implement customer-centric initiatives. Extensive qualitative and quantitative analysis to understand customer PoV, prioritize and drive improvement.

Managed the Global Product Development System to launch the first eDrive system for hybrid and electric vehicles meeting the global targets for the Electrification Strategy, standardized procedures and testing across programs, conducted benchmarking and tear down analyses to set new targets, led homologation efforts to launch the product in US, Europe, and China meeting industry and government regulations.

Owned the product portfolio from inception to end of life, led Technical Reviews to win new businesses and launched multiple products globally, created marketing artifacts and materials for advertising and training, conducted benchmark studies, set cost models and budgets to develop modular solutions to increase revenue.

Led the commercial activity and worked with multidisciplinary teams to increase sales year over year. Negotiated the largest contract in North America and the first global contract converting an account with legacy products into the fastest-growing, co-developed cost models and modular solutions to increase revenue, performed market research to create and execute strategies for NPI.

Supervised Jr. Program Managers and led special projects for multiple brands, conducted multiple technical presentation before global audiences, led teams to meet program milestones and launch new products, supported the Purchasing team to develop low-cost country suppliers.

Met customer program milestones to launch new products for local and global markets, ensured safety and regulations compliance, managed cost and timing for components, co-designed new products, TS16949 Internal Auditor, use project management for additional projects.

Visited all customers’ sites to ensure zero defects, led CAPA, conducted internal quality audits and certified two plants and one warehouse in Ford Q1 as preferred supplier.

Followed ISO/TS and VDA to lead customer quality audits, CAPA, process improvement and certify transferred assembly lines. Supervised, trained, and promoted Quality Technicians to Engineering.

Supervised production floor with 100+ employees, applied Lean Manufacturing, Problem Solving, Kaizen, Ergonomics, Line Balancing –MOST-, and co-implemented Total Productive Maintenance. Transferred assembly operations from USA to Mexico.

Used Continuous Improvement to reduce Mean Time to Repair and increase Mean Time Between Failure, saving cost and increasing efficiency. Led statistical analysis and CAPA, tested and released to production new assembly lines transferred from Japan to Mexico; purchased, tested, and installed packing equipment, sourced local suppliers, and developed process improvement using PDCA.

Created Quality Manual including Hazard Analysis and Critical Control Points and Good Manufacturing Practices; ensured FDA compliance, speaker in the City Department of Health Symposium.