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Christian Varón

@christianvarn

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CX consultant at IZO who increased VoC programme adoption by 300% through survey frameworks and closed-loop processes.

Colombia

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At IZO, I lead customer experience initiatives from diagnosis and strategy definition through implementation, governance and adoption. My work has helped improve NPS/CSAT by up to 30 points and increased VoC programme adoption by 300%.

Previously, at NTT DATA, I redesigned service models and performance frameworks, improving NPS/CSAT by up to 20 points and reducing response times by 30%. I also built business cases with projected NPV above USD 130K.

At CEMEX, I implemented Qualtrics-based feedback programmes and supported CX decisions with dashboards and journey mapping. I also delivered a paperless transformation initiative that reduced operating costs by more than USD 15K and eliminated over 100K printed pages.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Experience Strategy & Technology Consultant

Current

IZO

May 2023 - Present (3 years 5 months)

Led CX initiatives improving NPS/CSAT by up to 30 points and reduced response times by up to 64%. Designed survey frameworks, dashboards, and closed-loop processes, increasing VoC programme adoption by 300%.

Qualtrics NPS CSAT Customer Journey Mapping Service blueprints Personas VOC分析 Dashboarding User Training Workshop Facilitation Agile Scrum

Senior Consultant Customer Experience and Innovation

NTT DATA

Oct 2021 - Apr 2023 (1 year 6 months)

Improved NPS/CSAT by up to 20 points and reduced response times by 30% by redesigning service models and processes. Built business cases with projected NPV above USD 130K and led qualitative and quantitative research.

NPS CSAT Business cases Survey Interviewing Focus Groups Benchmarking Personas Journey Mapping Agile Scrum Stakeholder Management

Customer Experience Analyst

CEMEX

Apr 2018 - Oct 2021 (3 years 6 months)

Implemented Qualtrics-based feedback programmes and built CX KPI dashboards using Power BI and Excel. Reduced operating costs by over USD 15K and eliminated over 100K printed pages through a paperless initiative.