- Implemented and optimized NPS frameworks, driving alignment across transactional and relational feedback channels to enhance the customer journey and product experience.- Translated NPS insights into actionable dashboards, utilizing SQL, Excel and Power BI to enable cross-functional teams to visualize trends, prioritize enhancements, and drive data-driven decisions.- Collaborated with product, operations, and analytics teams to correlate NPS trends with key business activities, identifying opportunities to refine features and inform roadmap prioritization.- Designed and executed scalable and personalized customer feedback strategies, leveraging insights to iterate on user-centric product and operation improvements.- Defined and documented business rules for key metrics (CES, CSAT, NPS) to ensure consistency in tracking customer satisfaction.- Led experiments to optimize user interactions and drive revenue growth, applying psychological principles like the Peak-End Rule and Uncertainty Anxiety to inform design and feature enhancements.

- Led the consumer NPS process, including survey creation, distribution, analysis, storytelling and presentation.- Performed statistical analysis for ad hoc business insights (BAU).- Managed product initiatives from a customer-centric perspective.- Designed and implemented customer-centric initiatives using data analysis and BI skills.- Identified and developed Business Requirement Documents (BRDs) to enhance customer experiences through product development.- Continuously improved customer service processes, including FAQs, surveys, and guides.

Verified news platform, where we explain complex issues in a simple way.- Led the product and marketing strategy, acquiring more than 3,000 subscribers with an organic CGMR and a 32% open rate.- Selected as part of the Google LATAM Digital News Initiative, receiving 5,000 USD to grow the project.- Fact-checked the daily national and international news and created digestible, analytic and explainable content for the audience, reaching over 2 million people organically.- Creation and monitoring of the performance of information capsules, metrics in social networks and email-marketing.

- Development of the digital transformation project of Banco Santander México. - Collection of documents and data from all areas involved - KPIs and roles definition