Carlos Rivero

Head of Digital, Direct Channels and Customer Experience. Responsible of sales and customer service across all channels, including digital channels like mobile, web and kiosks, and direct channels like branches and contact center.

Responsible for the definition, design and implementation of the customer experience model for Falabella’s financial services businesses. This includes Bank, Credit Card (CMR), insurance and travel in Chile, Argentina, Colombia and Peru.

Responsible for the definition and design of a new model of Retail Banking focused on the customer experience, through the specialization of business models, development of multi-channel banking, process optimization and redesign of key Customer Journey's, with the aim to improve customer satisfaction and productivity and strengthen the competitive advantages of the Bank to leverage growth and profitability. Definition of the transformation strategy and governance model, coordination and monitoring of projects, milestones and performance indicators of the new model. Coordination of more than 50 different divisions and areas of the Bank (Retail Banking, Products, Distribution Business Development, Customer Quality, Technology, Operations, Human Resources, and Risks). Monitoring and Implementation of over 100 initiatives per year.

Responsible for budget definition, business monitoring and results control (Business Income, Returns, Fees, Risks and Costs). Responsible for defining and monitoring business goals by product, segment and distribution channel (Branch Network, Sales Force and Remote Channels).

Responsible for the mass market segment with 900,000 active customers, 1,200 million dollars in Loans, 100 million dollars Annual Net Profit. In Charge of the customer value proposition, the customer strategy distribution model. Responsible for the mass market customer segment bottom line (Net Profit, Income, Fees, Risks)

Head of Business Intelligence, through the identification of opportunities for acquisition, activation and exploitation of the customer base, and the definition of pre-approved commercial campaigns and prospects. 700,000 customers promoted within 60 campaigns per month.

Led Strategy and Business Management projects in Banks of different countries like Argentina, Chile, Ecuador, Colombia and the United States. Areas of expertise include strategy and business architecture, strategy and customer segmentation, design models and indicators for business performance management, business and operational models, definition of organizational structures, process reengineering, shared services, products factories, project management office accompanying the implementation of systems in major banks and card companies in the region. I have led many transformation programs in the financial services industry in different countries interacting with different management styles.