Head of Strategy & Delivery Digital Transformation Savings & Investment Services
BNL BNP Paribas
Total years of experience :17 years, 2 Months
Head of Strategy & Delivery Digital Transformation Savings & Investment Services, Private Banking & Wealth Management | Rome | Mar 2023 - present
• Leading end-to-end execution of 5 digital transformation initiatives involving +40 product and subject matter experts, +250
stakeholders and a budget of +20M€ to enhance organizational agility and innovation aligned with BNP Paribas Group strategy
• Driving operational efficiency and transformative business outcomes through the implementation of cutting-edge technologies, and the formulation and execution of a comprehensive omnichannel strategy for Savings & Investment Services
• Coordinating 5 dynamic Scrum teams, strategically assessing and integrating emerging technologies — such as automation — to boost operational efficiency and ensure a competitive edge
• Leading a comprehensive change management program to cultivate a digital-first mindset across the network, while simultaneously fostering innovation and instilling new ways of working to accelerate the on-going evolution of the organization
• Collaborating cross-functionally to align digital initiatives seamlessly with overarching business objectives
• Establishing and monitoring Key Performance Indicators (KPIs) to gauge the progress of digital transformation endeavours, keeping a keen eye on budgets, timelines, and resource optimization to ensure successful implementation
Head of Customer Experience, Transformation | Rome | Apr 2020 - Mar 2023
• Led transformative CX strategies, ensuring seamless interactions across all touch-points and fostering a customer-centric culture, resulting in a remarkable 40% increase in Net Promoter Score (NPS)
• Pivotal in accelerating agile transformation by launching a Customer Experience and Customer Journey Centre of Expertise (CoE), orchestrating continuous improvement initiatives to enhance and drive significant value in customer experience
• Partnered effectively with cross-functional departments’ viz. Business, IT, Digital, UX, and Network teams; led a dynamic team of 16 subject matter experts
• Exhibited excellence in directing the CX program, monitoring customer and employee satisfaction, operational efficiency, and key business KPIs, while prioritizing initiatives for efficiency and market differentiation, thus securing NPS market leadership
• Deployed AI achieving a notable 39% reduction in service centre calls, yielding $0.7 million in cost savings and an 11% upswing in phone sales
• Valued contributor in digitally transforming strategic journeys, notably elevating NPS in 'My Home' (+31% NPS), 'My Health' (+20% NPS), and 'My Inheritance' (+34% NPS)
Global Customer & Employee Experience Strategy Lead, Transformation | Paris | Jan 2018 - Apr 2020
• Capitalized functional background in creating an all-encompassing global CX transformation strategy and defining experience guidelines to propel worldwide enhancements in both customer experience (CX) and employee experience (EX)
• Effectively inaugurated top-tier NPS and NPE programs across 44 countries, introduced NPS objectives and incentive programs for Top Management
• Successfully achieved an impressive 80% reduction in 48-hour detractor callbacks, with 27% resulting in scheduled commercial appointments within a 30-day timeframe
Global Customer Experience & Service Manager, Marketing | Paris | Sep 2016 - Jan 2018
• Orchestrated global customer experience and service strategies within the marketing domain, ensuring seamless alignment with brand objectives
• Led initiatives to enhance customer satisfaction and loyalty, optimized interactions throughout the customer journey
• Elevated AXA's global CX strategy by fortifying CX capabilities, whilst refining methodologies, and fostering expertise
• Successfully inaugurated top-tier NPS programs and CX service flagships across 45 countries, earned recognition as the Top Global Insurer for standardized customer ratings publication; led a team of 10 project managers
• Achieved exceptional results as 66% of AXA countries, surpassed the market-average NPS within two years
• Secured the prestigious position as the #1 Global Insurance Brand (Interbrand 2017), coupled with a 5% boost in brand value through 'customer commitment' and service improvement (Interbrand 2017)
Global Brand Experience Manager, Marketing | Paris | May 2015 - Sep 2016
• Oversaw the worldwide repositioning of the AXA brand across 62 countries, whilst ensuring distinctive localization and impactful resonance in each market
• Secured the prestigious #1 Global Insurance Brand Accolade (Interbrand 2016), thus driving a substantial 14% increase in brand value through unparalleled relevance across segments and geographies
Head of Internal Communications, Marketing & Communications | Mexico City | Sep 2010 - May 2015
• Directed the internal communication strategy to optimize employee engagement, collaborated cross-functionally with HR, Business Units, and Network (Employer Brand, CSR, and Brand Reputation); led a team of 5 subject matter experts
• Deftly, achieved the distinguished status of being the #1 Insurance Brand in Mexico (TOM) and an impressive 86% employee satisfaction score (NSS)
MO as Design & Communication Leader, Digital Services