Agile CX Office | Central American Bank

We implemented an end-to-end transformation roadmap, moving beyond simple journey mapping into Interaction Design to influence customer behavior through positive emotions.

1. Discover & Design: I led the deep-dive diagnostic to identify pain points across the digital and physical journey. Using interaction design, we designed specific interventions for "Moments of Truth" in the credit placement and account management cycles.

2. Deliver & Pilot: We executed agile pilots in controlled environments to test the redesigned interactions. This allowed us to iterate based on real customer feedback before a full-scale regional rollout.

The implementation of the Agile CX Office delivered tangible value that transformed the bank's bottom line:

• Customer Loyalty: Achieved a +10% average increase in NPS (Net Promoter Score) during the pilot phase.

• Direct Revenue: The redesigned credit placement interaction successfully drove $1.2M USD in credit placement.

• Sales Effectiveness: Increased sales effectiveness by 6 percentage points through improved experience-led sales protocols.

• Operational Savings: Achieved a 16% reduction in resolution time and a 73% decrease in callbacks by simplifying the customer journey.

"This project demonstrates my ability to lead Customer Experience Governance at a high level. By integrating emotional design with agile execution, I proved that CX is not just a 'soft' metric, but a powerful driver for direct revenue ($1.2M) and operational efficiency. I am comfortable managing C-Level stakeholders and aligning multidisciplinary teams toward ROI-focused experience goals."