Nerea Alonso

I design and improve how customer service works end to end: the customer journey, the processes behind it, and the transformation projects that move it forward. I have 20+ years in multinational retail (IKEA) and a travel-tech scale-up, most recently as Experience Design Leader and Head of Customer Experience. Customer journey. At IKEA I redesigned the after-sales and billing journeys for customers, internal teams and external partners, and managed end-to-end journeys across contact center, stores and ecommerce. I start with research and co-creation: interviews with employees and customers, and workshops facilitated at global, national and local level. I turn CSAT, NPS and FCR data into concrete improvements and executive dashboards used by leadership. Process excellence. I analyze processes as they are (AS-IS), design how they should work (TO-BE), build the business case and follow it through implementation. I'm Lean Six Sigma Green Belt certified, work with BPMN, and have written SOPs and escalation models for national operations. CX transformation. I led process-efficiency projects across all contact channels with IKEA Group and other countries, took part in the Genesys Cloud CX migration, led a corporate chatbot that reached 45% containment on 4,000+ weekly contacts, and built a CRM and support function from scratch at the scale-up, configuring HubSpot and Notion myself. I manage these projects with Jira and Confluence, tracking risks and dependencies across teams. My operations background keeps all of this grounded: six years leading national after-sales and owning quality for a contact center handling 2M+ contacts a year. I'm interested in remote roles as Customer Journey Manager, CX Manager, Process Owner or Process Excellence Lead in customer-facing areas, and CX or Contact Center Transformation Lead.