Open to opportunities

Nerea Alonso

@nereaalonso

Message

I lead customer experience and end-to-end journey improvement using data and cross-functional influence.

Spain

Message

What I'm looking for

I’m looking for a role where I can lead end-to-end customer journey design, govern CSAT/NPS/quality with dashboards, and partner with Product, Technology, and Operations to scale omnichannel CX—remote or hybrid, with room to improve processes continuously.

I’m a Customer Experience professional with 10+ years designing, measuring, and continuously improving end-to-end customer journeys (frontstage and backstage) across high-volume omnichannel environments—contact center, stores, and ecommerce.

I translate customer data such as CSAT, NPS, and resolution quality into concrete action, building dashboards and governance routines that help leadership prioritize customer-centric initiatives.

I collaborate closely with Product, Technology, and Operations, influencing decisions without direct authority, and turning pain points into scalable process improvements.

I’ve also led multidisciplinary teams, including managing 17 specialists on the Genesys platform, and I’ve driven CX initiatives in digital conversion flows and chatbot evolution.

Experience

Work history, roles, and key accomplishments

Head of Customer Experience

Buendía Travel

Oct 2025 - Feb 2026 (4 months)

Designed digital conversion flows and automated customer-facing service processes. Defined CX KPIs and governance routines and collaborated with cross-functional CX, Product, Technology, and Operations teams.

Customer Journey Design Process Automation KPIs Cross Functional Collaboration Customer Experience (CX)

Experience Design Leader

IKEA Ibérica

Jan 2021 - Jan 2025 (4 years)

Led a multidisciplinary team of 17 specialists in Knowledge, Quality, Analytics, and Experience Design. Implemented CX KPI frameworks (CSAT, NPS, quality) and oversaw evolution of the corporate chatbot and customer service experience.

Team Leadership Customer Journey Design KPIs CSAT NPS Genesys Jira Confluence HubSpot Agile Scrum

Experience Design Specialist

IKEA Ibérica

Jan 2019 - Jan 2021 (2 years)

Managed end-to-end customer journeys across contact center, stores, and ecommerce, identifying pain points and improvement opportunities. Defined and tracked experience performance metrics.

Contact Center Customer Journey Analytics CSAT NPS Customer Pain Point Identification Metrics Reporting Genesys Jira Confluence HubSpot

Customer Resolution & Service Leadership

IKEA Ibérica

Jan 2010 - Jan 2019 (9 years)

Led national customer resolution and after-sales operations in a high-volume omnichannel environment. Managed teams of 30+ with a focus on resolution quality.

Team Management Customer Service

Commercial & Operational Leadership

IKEA Ibérica

Jan 2005 - Jan 2010 (5 years)

Led sales and customer service teams in high-traffic retail environments. Supported operational delivery through day-to-day customer service leadership.

Sales Leadership Customer Service Leadership Retail Operations