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Strategic Programme Manager - CX
I’m a customer experience and insights leader based in Lisbon. I spent seven years at AUTODOC, a leading European online retailer of auto parts, most recently as Head of Customer Experience & Insights. My department brought UX research, customer and market insights and CX programme management together in one function serving 27+ markets.
My work is turning customer evidence into decisions. I owned the company’s Voice of the Customer programme and its customer journey management system, and I care about tying CX metrics to financial outcomes such as retention and churn.
I’m especially interested in CX maturity, journey management as an ongoing system rather than a one-off project and how research and CX teams earn their place in product-led organisations. Currently preparing for the CCXP.
