Luisa Trogu

Experience

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  Vodafone

  Jun 2002 - Jun 2006

  Digital Product Manage

  • Contributed to the design, launch and management of the Vodafone digital channels.• Conducted research to define optimal customer experience.

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  Accenture Consulting

  Jul 2006 - Apr 2013

  • Led the redesign of Customer Value Management approach at Etisalat, resulting in a 2.6% year-over-year increase in mobile revenues.• Revamped marketing campaigns across channels and conducted analyses of customer experience for insights.• Defined new business rules and restructured call center and sales teams' skills and KPIs. • Redesigned retention experience for Vodafone in Romania, Greece, Turkey to reduce churn.• Identified customer needs and developed offers to enhance customer retention.• Enhanced customer retention significantly for Vodafone Group and its affiliates. • Contributed to the successful launch of one of the first Italian Mobile Virtual Network Operators in Italy.• Designed innovative customer and dealer experiences for an Italian Mobile Virtual Network Operator.• Ensured seamless execution and consistency of design throughout the development phase.

  • Customer Value Manager and Senior Manager

    May 2011 - Apr 2013

  • Customer Value Manager

    Oct 2008 - Apr 2011

  • Customer Experience Specialist

    Jul 2006 - Sept 2008
• 

  Fjord

  May 2013 - Aug 2023

  • Led strategic design projects for Life Science, FS, Energy industries in Switzerland and Italy.• Guided clients in identifying new business opportunities through design-driven approaches.• Delivered research insights, new service concepts, and organizational alignment for customer and employee experience. • Spearheaded the setup of a Design Studio for a leading TelCo in the UAE, Etisalat, enhancing customer experience and revenue growth.• Co-led the establishment of the Design Studio, launching key initiatives like an e-commerce portal and a loyalty program.• Assembled and led a team of 15 Fjord designers, contributing to Etisalat's recognition as a top brand in the Middle East.

  • Design Lead and Director

    Jul 2017 - Aug 2023

  • Design Lead

    May 2013 - Jun 2017