Head of Experience Design & HCD capability development@BBVA Perú
Verified
I am an Experience Design and Innovation executive with over 15 years of experience in banking, technology, education, and government. I specialize in project management and digital business and am currently pursuing a master's degree in Psychology: Cognition, Learning, and Development.
I have extensive experience designing value propositions and customer-centric experiences, solving strategic market pain points: low loyalty, disconnect between strategy and customer, inefficient processes, and digital transformation without a human focus.
Through my work, I have generated proven impact on increasing NPS, CSAT, and profitability, with achievements in scaling design teams, creating usability methodologies, and launching innovative digital products.
My strategic profile has allowed me to develop a strong command of CX, UX, Agile, Design Thinking, and Service Design. Furthermore, my contributions have been recognized for fostering customer-centric cultures and maximizing sustainable organizational growth.
I am convinced that education and mental health are essential pillars for building more humane and sustainable organizations.More...
Liliana Grande
DesignOps@BBVA Perú
Verified
Liliana Grande is the DesignOps Lead at BBVA Perú, where she streamlines design processes and fosters collaboration across teams. With over a decade of experience in design management, Liliana has a knack for integrating innovative solutions that enhance productivity. She is passionate about user-centric design and has led multiple initiatives that have improved customer engagement. Outside of work, Liliana enjoys exploring Peruvian art and culture.More...