About María José
Specializing in understanding the needs of both clients and businesses, I design and lead strategic multidisciplinary projects to enhance products, services, customer experiences, and communication. I am recognized for my strong communication, empathy, creativity, planning, organizational, and analytical skills. Additionally, I have an advanced level of English and expertise in innovation methodologies such as Design Thinking, Customer Journey, and Behavioral Design.
Spanish
Native or bilingual
English
Fluent
Can work on-site
Madrid (up to 10km)
Experience
- GRUPO PLANETA DE AGOSTINICustomer Experience SpecialistENTERTAINMENT AND LEISUREDecember 2023 - June 2024 (6 months)Barcelona, Spain
- Analyzed quantitative and qualitative customer data collected from surveys, mystery shopping, and social media comments to derive actionable insights aimed at improving customer satisfaction and retention. I collaborated with multidisciplinary teams to implement enhancement initiatives.
- Designed customer journeys to identify opportunities for improving omnichannel communication, ensuring consistent coverage across all brand touchpoints throughout the client journey.
- Achievement: Recognizing the customer's need for clearer communication regarding their product status, I developed more effective communication strategies at every stage of the process, leading to an NPS increased.
- KNOWMADS WORLDCustomer Experience ConsultantHUMAN RESOURCESJune 2023 - October 2023 (5 months)Barcelona, Spain
- Conducted market research and interviews with HR leaders to identify behavior patterns and business opportunities.
- Designed customer archetypes, value proposition, customer journey map, a detailed service structure and marketing strategy for market launch.
- Achievement: Developed a highly successful service offering and marketing strategy, leading to increased client acquisition.
- LA TINKAProduct ManagerENTERTAINMENT AND LEISUREMay 2019 - April 2021 (1 year and 11 months)
- Analyzed quantitative business data to evaluate product performance, identifying areas for improvement and collaborating with sales teams to implement marketing actions.
- Developed and executed projects in collaboration with internal teams such as Sales, Operations, Digital, and Call Center to enhance the product.
- Achievement: I led the launch of the "Megajackpot" project, a new product benefit designed to maximize revenue. This launch resulted in increased product sales.
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Education
- Master's degree, Customer Experience & InnovationEAE Business School2023Master's degree, Customer Experience & Innovation
- Course, Behavioural DesignUTEC - Universidad de Ingeniería y Tecnología2022Course, Behavioural Design