Fernando Pascual

Experience

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  Citi

  Jan 2011 - Jan 2011

  Marketing Communications Intern

  Marketing & Branding in order to attract talent

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  Lancaster University

  Jan 2013 - Jan 2013

  Researcher

  Carried out sociopolitical research on Mali for the English Ministry of Defence.

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  Santander España

  Mar 2015 - Jan 2018

  Project Coordinator

  I helped bridge the gap between both firms (Santander-Elavon joint venture) for regulatory alignment: o Training departments to ensure compliance across the business.o Providing product support and guidance to customers (large accounts).o Acting as a point of reference for external stakeholders.> Information Security (PCI/GDPR): Avoided data breaches in coordination with VISA/Mastercard.> Third Party Risk Management (TPRM): Built the TPRM program.> Anti-Money Laundering (AML) and Fraud Prevention (FP): Avoided conducting business with dishonest clients Voir moins

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  NTT DATA Services

  Jan 2018 - Mar 2020

  Business Consultant

  Leading projects for clients in the insurance and telecommunications industries.---Insurance Industry---Strategy: I helped the company use the client's preferred communication channels.o Definition & design of Omnichannel framework.o Data gathering and analysis of channels, touchpoints, pain points and customer journeys.o Chatbot implementation using Agile methodology.> Omnichannel framework achieved efficiencies and greater customer loyalty.---Telecommunications Industry---Digital Transformation:I helped the company automatize business processes while minimizing the impact of digital disruption on employees and clients.o Opportunity Assessment, Business Case, Process mapping and Risk Analysis.o Delivered training to employees and addressed user related issues.o Team management and reporting.> 90% of processes automated on time according to initial plan.Customer Experience:I helped the company improve its relationship with clients by: o Identifying root causes which generate insatisfaction.o Applying corrective actions.o Monitoring and prioritization of strategic lines of action.o Deployment of proposed solutions.> 40% claims reduction.Operations:I helped the company track and report technical issues.o Definition and follow-up of KPIs using global dashboard.o Data collection, standardization and accuracy analysis from Operational Centers in 17 countries.Service Design | Product Owner | Innovation | Strategy | Customer Experience | Digital Transformation | User experience Voir moins

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  Real Automóvil Club de España - RACE

  Nov 2020 - Mar 2021

  User Experience Researcher

  R.A.C.E is a leading Spanish insurance company.I was responsible for finding ways to improve the digital customer experience. To that end, I performed detailed UX research to fully understand and solve pain points.

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  Tribe Digital

  Jan 2021 - Mar 2022

  Digital Product Manager

  I helped the company define, design and build premium digital products end to end for clients globally.

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  Rattleberry

  Jan 2022 - Oct 2022

  Service Designer

  Helping transform the customer experience of a leading Irish Bank.

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  Bank of Ireland

  Oct 2022 - now

  Service Designer