Elzbeth Blanco

Led experience strategy for eCommerce and Multipagos across LATAM, aligning Design, Product, Business, Technology and Operations. Built product taxonomies and governance; redesigned merchant certification and structured Voice of Customer. Prototyped an AppSheet Advisor MVP and seven Gemini agents. Developed the team: leadership NPS 100 and Top 20 leader recognition for two consecutive years.

Redesigned ATOM, a demand-forecasting module, and co-created the Smart Omnichannel Merchant Portal, turning fragmented digital tools into integrated solutions for Category Managers. Implemented NPS, CSAT and CES to guide product priorities. Connected Product, Business, Design and Technology around journey and process improvements supporting quality, consistency and operational efficiency.

Led end-to-end digital credit origination, coordinating Design, Engineering, Business, Data, Legal and Compliance across discovery, roadmaps and prioritization. Optimized 15+ flows, reducing data-entry errors by 87%, duplicate bureau checks by 95% and entry time per group by 85%. Combined user research, business rules and data to improve scalable financial products.

Led experience strategy for digital products in a fintech focused on financial inclusion for small and medium-sized businesses. Connected user needs with business priorities to design consistent flows for a diverse customer base, with a focus on efficient service, self-service and multichannel communication across web, SMS, WhatsApp and the call center.

Led Product Experience strategy and multidisciplinary teams across digital products, connecting internal processes, business priorities and customer needs. Defined journeys, Jobs to Be Done, research practices and CX metrics to guide product evolution. Aligned stakeholders around a shared experience vision and customer-centered decision-making.

Defined and delivered product experience solutions balancing user needs and business objectives, from research through functional digital products. Designed information architecture, wireframes, flows, prototypes and UI specifications. Connected customer insight with product decisions to create usable, scalable experiences.

Defined CX/UX strategies for B2B products and omnichannel experiences, aligning vision, priorities and MVP across Product, Business, Design and Technology. Connected customer needs with product direction and service improvements. Led optimizations that reduced IVR experience-related incidents by 12%.

Led the Design Thinking process for Afore SURA’s first mobile app, from discovery and research through information architecture, prototyping and three days of user testing. Connected user needs with digital product design, collaborating across disciplines to translate findings into usable solutions.

Collaborated remotely with the international editorial team at familias.com, a Spanish-language publication focused on wellbeing, parenting, values and human relationships. Worked in photo editing, graphic design and digital content, supporting visual storytelling for audiences across the Americas.

Served as a media and technology consultant on the Mexico Area Communications Council of a global organization. Contributed to strategic planning for public events and created digital and audiovisual content with a cultural and community focus.

Selected as one of two leaders for the Business Digital Solutions Center pilot at Sam’s Club Mexico. The initiative transformed the former PhotoLab into a service model for businesses, entrepreneurs and high-value members. Led the unit’s operations, connecting business strategy, customer experience and team leadership.

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Professional degree issued on 27 August 2026 by SEP under Acuerdo 286. Administrative resolution dated 14 August 2026.

Business English Program Certificate issued by ENEB on 30 April 2026. Duration: 60 instructional hours.

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Diploma issued by ENEB on 19 April 2026. Duration: 250 instructional hours.

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Studies: 2023–2024. ENEB diploma issued on 19 April 2026; Universidad Isabel I certification, “Máster en Big Data y Business Intelligence & Digital Business”, issued on 27 April 2026. Program delivered by ENEB and certified by Universidad Isabel I. Duration: 1,800 hours.

Nuclio Digital School in collaboration with Global Institute of Leadership and Technology (GILT). Diploma issued on 2 March 2022 in Barcelona.

Completed Laboratoria’s bootcamp with a specialization in frontend web development and UX Design.