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Christian Varón
Looking for a jobSenior Customer Experience Strategy & Technology Consultant
CX consultant at IZO who increased VoC programme adoption by 300% through survey frameworks and closed-loop processes.
ColombiaSenior Customer Experience Strategy & Technology Consultant at IZO
Experience
Senior Customer Experience Strategy & Technology Consultant
Led CX initiatives improving NPS/CSAT by up to 30 points and reduced response times by up to 64%. Designed survey frameworks, dashboards, and closed-loop processes, increasing VoC programme adoption by 300%.
QualtricsNPSCSATCustomer Journey MappingService blueprintsPersonasVOC分析DashboardingUser TrainingWorkshop FacilitationAgileScrum
Senior Consultant Customer Experience and Innovation
Improved NPS/CSAT by up to 20 points and reduced response times by 30% by redesigning service models and processes. Built business cases with projected NPV above USD 130K and led qualitative and quantitative research.
NPSCSATBusiness casesSurveyInterviewingFocus GroupsBenchmarkingPersonasJourney MappingAgileScrumStakeholder Management
Customer Experience Analyst
Implemented Qualtrics-based feedback programmes and built CX KPI dashboards using Power BI and Excel. Reduced operating costs by over USD 15K and eliminated over 100K printed pages through a paperless initiative.
QualtricsNPSVOC分析Power BIExcelPowerPointJourney MappingUsability TestingProcess Improvement
Customer Experience Intern
Supported CX metrics, reporting routines, and service committee materials.
Education
Qualtrics
Technology Consultant certification from Qualtrics.
Qualtrics
Discover Business Consultant certification from Qualtrics.
Tecnológico de Monterrey
Python Programming certification from Tecnológico de Monterrey.
Tecnológico de Monterrey
Master of Business Administration with Honors Distinction and top GPA in class.
Universidad Distrital Francisco José de Caldas
Industrial Engineering degree from Universidad Distrital Francisco José de Caldas.