Open to opportunities

Jakelin Muñante Espinoza

@jakelinmuanteespinoz

Message

I redesign banking and insurance services that improve customer outcomes, adoption, and operational efficiency.

United Kingdom

Message

What I'm looking for

I’m looking to lead customer-centred service transformation, using research, service design, and cross-functional collaboration to improve complex digital and operational experiences.

I’ve led end-to-end service transformation at BBVA Bank, Rimac Insurance, and Credit Bank of Peru, turning customer research into digital products and operational improvements across banking and insurance.

At BBVA, I led the service design of the bank’s first fully digital account, contributing to a 15% uplift in new account openings. I also redesigned the national ATM service, improving NPS by 8 points and reducing average transaction time by 40%.

I bring service design, journey mapping, systems thinking, and cross-functional delivery to complex customer experiences. I’m currently completing an MSc in Global Strategy and Innovation Management at the University of Leeds.

Experience

Work history, roles, and key accomplishments

CX & Service Design Manager

BBVA Bank

Oct 2024 - Sep 2025 (11 months)

Led a team of service and process designers to redesign digital financial products, using customer journey mapping and customer insights to drive strategic priorities and secure executive buy-in. Led the end-to-end service design of the bank's first fully digital account, driving a 15% uplift in new account openings.

Service Design Customer Journey Mapping Customer Insights Product Ownership Stakeholder Management Behavioral Design Agile Scrum

Education

Degrees, certifications, and relevant coursework

University of Leeds

Master of Science, Global Strategy and Innovation Management

2025 -

Activities and societies: Awarded 1st place in the Leeds University Business School Sustainability Competition; selected as one of 22 representatives for the Study Tour at the University of Antwerp.

Pursuing an MSc in Global Strategy and Innovation Management, with relevant modules in Strategic Management, Managing for Innovation, and Managing Corporate Leadership. Awarded 1st place in the Leeds University Business School Sustainability Competition and selected for the Study Tour at the University of Antwerp.