Venus Dias

I am a senior Customer Experience and Platform Transformation leader with over 15 years of experience in the global banking sector. My career is dedicated to a single goal: merging human-centric design with data-driven technology to create effortless customer journeys and build operational excellence.

My core expertise lies in acting as a Product Owner and subject matter expert for large-scale technology initiatives. I have a proven track record of leading the end-to-end transformation of customer engagement platforms, including Enterprise Contact Centers, digital banking, AI chatbots, and VOC systems. A key achievement was serving as the CX lead for high-value customer segments, where I boosted NPS by 45 points and reduced detractors by 50% over three years by optimising digital and contact center touchpoints.

I am skilled in translating customer and staff needs into technical solutions. I have hands-on experience scoping and implementing VOC platforms like Qualtrics, using Power BI for advanced analytics, and leading agile prototyping sessions. This allows me to bridge the gap between business strategy and technology delivery, ensuring robust governance and clear benefit realisation.

I hold an MBA and am completing a second Master's in Global Business, underpinning my strategic approach with strong commercial acumen. I am passionate about empowering teams and fostering a culture of continuous improvement, as recognised by multiple CEO’s Club awards for top performance.

I am now seeking a senior leadership role where I can apply my passion for platform transformation and deep CX expertise to deliver future-ready solutions that drive both customer satisfaction and sustainable business growth.

A strategic leader with over 15 years of experience in the banking sector, specializing in Customer Experience (CX) and digital platform transformation. My core expertise is acting as a product owner for customer engagement platforms, where I bridge the gap between business needs and technology to improve operational efficiency and customer satisfaction.

A key achievement was boosting a key customer loyalty score (NPS) by 45 points and halving customer detractors through data-driven journey optimizations. I have a proven track record of leading the delivery of technology initiatives, including AI chatbots and VOC systems, and are skilled in using data analytics and design thinking to inform strategy.

My career demonstrates a consistent ability to drive measurable business impact, lead high-performing teams, and build strong stakeholder relationships, all supported by an MBA and a results-oriented mindset.

My educational background is focused on building a strong strategic and commercial foundation for business leadership. I hold a Master of Business in Global Business, which enhances my strategic perspective for operating in international markets like New Zealand. This combination of experience and degrees directly supports my work in leading complex, large-scale platform transformations and driving customer-centric business growth.