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MARIA ALBALA LOPEZ

Innovation & Customer Experience Manager

Work History

2018Current

Innovation & Customer Experience Manager (Temporary)

IE Business School

Working directly with sales leadership, frontline and external relations stakeholders to develop digital transformation initiatives as well as innovation projects. Managing lean project teams, and implementing solutions that unlock process efficiency within the three strategy horizons. I am focused on current and future frontline needs and required to understand and collaborate with functions across the entire value chain.  

Leading, and managing the customer experience strategy by developing company engagement and cultural transformation strategy. Defining and Managing the innovation strategy to guide the organization thought a digital transformation. 

- Develop strategies for  digital transformation, digital marketing, User Experience, Customer experience & customer journey

- Lead a team to develop innovation and digital transformation projects, with Agile & Lean methodologies 

- Design of the customer experience and Knowledge Management strategy to compose the services with the highest value and conversion rate.

- Lead evaluation of current work processes to identify improvement strategies and projects to achieve optimization thanks to automatization projects. 

- Take a strategic approach to ensure the design and implementation of optimization tools within the business is performed to high standard and consistent with the IE Strategy

- Execute analytical monitoring of process improvements for sustainment.

- Define and develop the customer experience to reduce the friction in the buying process 

- Present innovation projects and initiatives  to all levels of the organization and conducting training 

- Identify new trends and define their use to create innovation projects that help with the customer journey strategy

- Manage partners & vendors 

2018Current

Innovation Business Development

Space StartUp 

Helping StartUps to develop new business. Identifying business opportunities and innovation projects. Crating long term relationships with strategic partners in order to create projects of innovation and digital transformation with the newest technologies such as IoT, Blockchain, Industry 4.0, Drones or IA thought the collaboration of corporates with entrepreneurs.

20142018

Innovation & Strategy Program Manager

Correos

Leading the organization through an Innovation Strategy. I was responsible for involving the company in a culture of innovation.Promoting the cultural transformation by creating an open innovation ecosystem with internal and external relations. Helping to create new products, services and solutions from opportunity identification through ideation, prototype, development and launch.

-Digital Transformation: Identify areas of improvement. Implementing new proceses. Looking for Strategic Partners.

20142014

Digital Project Manager (Temporary)

Quodem

Project Managing of digital transformation initiatives related to customer experience, and stake-holders management. Implementing ecommerce & Marketing automatization projects. Improvement of the management processes by implementing  the documentation processes and functional analysis. Increasing  the customer value through User Experience (UX) and e-commerce consultancy.

20132014

Co-Founder & CEO

KOIAPP

KoiApp was an entrepreneurial project. I developed the business model and the strategy. As part of it, KoiApp was appointed to 3 Entrepreneurial programs, and admitted in one of them, Area 31 from IE Business School.
KoiApp offered,  the definition, execution & management of the projects to develop the marketing strategy for the mobile channel, the goal was to reach their customers using and omnichannel strategy.

 

20132013

Program Manager (Temporary)

OPTIMISSA, CAPITAL MARKETS CONSULTING (ISBAN, Santader Bank Group)

Ensuring ION Platform stability and Manage the delivery of new developments to improve the performance of the fix bond traders. Including in the digital transformation strategy of Santander Bank. During this experience I applied good practices of Lean, Agile and Scrum methodologies in order to improve the rate of project success and internal customer engagement . Using incremental prototypes to involve users and improve the developments. Managing a cross functional team of 7 people.

20112013

Project Manager 

HEWLETT PACKARD ENTERPRISE

The main function was to act as link between business and technical teams. The main achievement was to develop a relation based on mutual trust with customers. I analyzed, defined and optimized ITIL process, services catalogues and roles in order to implement them in the HP tools(Service Manager). Identification of  business development opportunities.

20112011

Services Project Manager

HUAWEI TECHNOLOGIES

Development and integration of services to the new NGIN. I was in charged of plan, definition, certification and integrations of services with third-party platforms and migration of services to the new platform.
There were Identified 3 new business opportunities. 4 services were delivered and a 4 people team managed. Identification of  business development opportunities.

20102011

Quality Engineer (Temporary)

GRUPO DIGITAL (Royal Caribean, Pullmantur Cruises)

Quality engineer of the ecommerce platform. I defined, planned, developed and executed the test to certify the new e-commerce platform, that includes usability and accessibility analysis.

20082010

IT Business Analyst

ASPY SYSTEMS (Ministry of Defense of Spain)

At the Economic Area of the General Direction of Armament and Material (DGAM) Ministry of Defense of Spain.
Part of the digital transformation by analyzing business requirements, processes, needs and software tools to design a solution that made work more efficient.
Managing of public contracts: milestone management, penalties imposition due to delays, prices upgrade, and review of the billing process. The biggest contract I managed was of 60 million €

20082008

Quality Engineer (Temporary)

MTP
20072007

Internship (Temporary)

Enresa