Victor Alvarez Valbuena

Experienced Customer Experience Research Manager with a proven track record in the Mobility industry. Proficient in driving customer-centric strategies through actionable insights and comprehensive research methodologies. Adept at leading cross-functional teams to uncover and address customer pain points, resulting in enhanced customer satisfaction and loyalty.

Skilled in leveraging advanced analytical tools and methodologies to extract meaningful insights from complex data sets. Passionate about optimizing customer experiences and committed to staying abreast of industry trends and best practices.

Research Manager Customer Experience | FREENOW Feb 2022 - Present

‐ Embassador for the 'Voice of the Customer' within the organization, ensuring customer‐centricity at every level.

‐ Spearhead the design and enhancement of surveys and customer experience data sources, leveraging diverse feedback mechanisms including surveys and customer feedback, all aimed at turning raw data into actionable insights. Broad experience with Qualtrics (SaaS for CX programs).

‐ Analyze data collected from market research and ad hoc projects, crafting high‐quality reports and presentations infused with actionable recommendations to breathe life into the data.

‐ Collaborate closely with our Data and Customer Experience teams to enrich customer feedback data, meticulously analyzing multiple data sources to streamline customer feedback processes and ensure effective 'closing‐the‐loop'.

‐ Conduct qualitative research endeavors within the realm of customer experience, including interviews and focus groups, to delve deep into customer perceptions and preferences.

‐ Lead ad hoc research projects, meticulously selecting appropriate methodologies and managing research vendors for both domestic and international studies as needed.

‐ Configure and monitor various online data sources (surveys, unsolicited feedback, reviews, etc.) while overseeing data quality control measures for survey data.

‐ Liaise with diverse departments and stakeholders across multiple countries, orchestrating immersive deep dive sessions to animate data insights and foster cross‐functional collaboration.

Customer Experience Senior Client Executive | KANTAR May 2011 - Jan 2022

• Excellent understanding of customer needs and expert guidance in implementing advanced technological solutions to enhance the customer experience.
• Creation and execution of projects and in-depth analysis to thoroughly understand customers, defining key customer experience (CX) metrics that drive tangible improvements based on precise data.
• Leadership in managing Customer Experience and Voice of the Customer (VoC) projects, meticulously mapping the Customer Journey to identify areas of opportunity and close gaps affecting the customer experience.
• Extensive track record in managing KPI reporting platforms, both in leading SaaS platforms such as Medallia and Qualtrics, as well as Adhoc solutions, ensuring accurate measurement and tracking of results.
• Unwavering commitment to excellence in customer service (B2B), focused on customer success and ensuring a seamless and satisfactory experience in using SaaS platforms.
• Provision of top-quality technical support and personalized training for clients, ensuring they can maximize software usage according to their specific needs.
• Expertise in transforming data into strategic information and deep knowledge, driving a clear understanding of present and future customer needs and expectations to continuously optimize CX.
• Extensive experience in comprehensive management of market research projects, from design to results presentation, closely collaborating with clients to ensure research relevance and value.
• Outstanding ability to effectively coordinate internal resources, ensuring precise alignment with client business needs and flawless delivery of customized solutions.

Bachelor Degree Business Administration Management

Universidad de León, León

Bachelor Degree Market Research and Marketing

Universidad de León, León