FA

Felipe A.

Felipe A.


Chief Customer Experience Officer

Professional Overview


Felipe A. is a seasoned customer experience and operations leader with a proven track record of driving innovation and transformation in the technology and financial services industries. As the Chief Customer Experience Officer at BCN Global, he is responsible for shaping the company's customer-centric strategy, improving operational efficiency, and enhancing the overall customer journey.

Experience Summary



Current Role


As the Chief Customer Experience Officer at BCN Global, Felipe is responsible for designing and implementing customer experience strategies that align with the company's business objectives. He oversees the development of customer-focused initiatives, drives process improvements, and fosters a culture of continuous service enhancement. Under his leadership, BCN Global has achieved significant improvements in customer satisfaction and loyalty.

Additionally, as the Managing Partner at BCN Global, Felipe provides strategic direction and operational oversight to ensure the company's continued growth and success.

Career Progression


Prior to his current roles, Felipe held various leadership positions within BCN Global and other prominent organizations. He served as the Corporate Talent Manager and Strategic Accounts Manager at BCN Global, where he was instrumental in developing and retaining top talent, as well as managing key client relationships.

Earlier in his career, Felipe served as the Corporate L&D Manager at Banco BCI, where he designed and implemented comprehensive learning and development programs to enhance the skills and competencies of the organization's workforce. He also held positions as an R&D Manager at BCN Global and a Director of Consulting at WH Capacitación, where he leveraged his expertise in process optimization and organizational transformation.

Academic Background


Felipe holds a degree in Business Administration from the Universidad Andres Bello, where he also served as the President of the Student Center (CEPSI).

Areas of Expertise


  • Customer experience strategy and design

  • Operational excellence and process improvement

  • Talent management and organizational development

  • Strategic planning and business transformation

  • Financial services and technology industry expertise


Professional Impact


Under Felipe's leadership, BCN Global has achieved significant improvements in customer satisfaction, with a 25% increase in Net Promoter Score (NPS) over the past two years. He has also spearheaded the implementation of data-driven decision-making frameworks, leading to a 15% reduction in operational costs and a 20% increase in employee productivity.

Conclusion


With his extensive experience in customer experience, operations, and talent management, Felipe is a valuable asset to BCN Global. His strategic vision, data-driven approach, and commitment to excellence have positioned him as a respected leader in the industry. Felipe is dedicated to continuously enhancing the customer experience and driving sustainable growth for BCN Global.