Eduardo Javier Enríquez Rojano
Cuauhtémoc
Summary
Customer Success and CX Executive with 15+ years leading multi-channel strategy, Voice of the Customer analytics, and high-impact NPS initiatives across North America Markets. Proven track record in reducing churn, scaling Customer Success operations, and aligning partner networks to business goals. Expert in transforming insights into executive-level strategy and operational excellence across digital and physical channels.
Overview
17
17
years of professional experience
Work History
VP Customer Insights & Market Research (Sr. Manager)
Citibanamex
11.2019 - Current
- CX, Market Research and Operational Deep Dive and Route Course Analytics Channels
- Responsible (Branch, Contact Center, ATM, App, Bancanet), Segments and Post Service (Disputes, Frauds, Card Replacement), Balanced Scorecard and Goal NPS Management
- Mexico - Global Strategic Customer Experience Programs Golden Source for (Norte América, Europa Medio Oeste, África y Asia)
- Responsible for CX Platform and third parties, market research, and information analytics; including Qualtrics, Maze, Estadística Aplicada, “100% Market Research, and Lexia (mystery shoppers, focus groups, benchmarks, A/B testing, Coin Join, Max Div, etc.)
- Net Promoter Score and CX Methodologies Subject Matter Expert
- Analysis of Service Use Cases, Customer Journey and Value Proposition for Channels and Segments
- Implementation of Employee Experience Surveys and Executive Evaluations
- Vendor Partnerships Representative, Control and Supplier Relationship ProcessLed the implementation of Speech to Text programs in contact centers
- Provided strategic management and advisory on customer service initiatives and process enhancements
- Conducted operational process reviews to identify improvements and mitigate customer impact
- Analyzed key operational metrics (CSAT, NPS, FCR, AHT, etc.) to optimize channel performance
- Developed custom-centric strategies, including managing the Alling Book of Work and maintaining dashboards for continuous customer experience impact tracking
- Delivered C-level reports on Customer Experience and Research for strategic decision-making
- Achievements:
- Designed and implemented an NPS Balanced Scorecard across 5 channels, improving feedback visibility and enabling a 20% YoY increase in issue resolution speed.
- Analysis of Branches “Low Performance” and implementation of new “Checklist” Aligned with Operational and Regulatory Strategies
- Implementation of Benchmark & CX Continuous Programs Analysis, National and International for Services in APP, Remote Account Opening, Disputes, Card Replacement, Branch Service, IVR (Telephone Menu), ATM, Relationship Banker and Remote Banker Service
- Implementation of Benchmark Programs for Value and Service Propositions, Mass, Medium (Priority), and High Value Segments (Traditional and Private)
- Reengineering Service Experience Indicator to Physical channels
- Design Incentive Scheme Processes 2012-2025 for customer experience
- Managed +$3M in vendor contracts while ensuring 99% SLA compliance on CX services.
- Digital-First Pop Up/Intercept survey on Remote Account Opening web page (N2N4)
Assistant Vice President Customer Insights (Manager)
Citibanamex
10.2017 - 11.2019
- Support for Balanced Scorecard management and Customer Experience Goals
- Design of Multichannel Customer Experience Programs and NPS Prioritization Models for Customer Pain Points
- Responsible (Subject Matter Expert) for CX Tech Platform Migration (CATI and SaaS Programs)
- Achievements:
- Migrated CSAT program to digital-first (Qualtrics), launching 1.5M+ email surveys and automated text analysis, reducing operational costs by $2.5M annually and increasing survey response rate by 30%.
- Technology Software as a Service CX Platform Migrations - Medallia to Qualtrics
- Design and trigger alarm calculations thresholds for the global balanced scorecard
- Design and Implementation of Customer Service Models and KPIs in Branch, Contact Center, App, Bancanet, Commercial Partners, and Fraud.
NPS Sr. Analyst Lead
Citibanamex
11.2015 - 10.2017
- Responsible for Global Customer Experience Programs – PMO Mexico Region
- Leader of Analysis and synthesis of Information NPS (Net Promoter Score), FCR (First Contact Resolution), Problem Incidence, CES (Customer Effort Score)
- Design a report of Customer Journey for Account Opening, Clarifications, Digital Enrollment, Payments, Card Replacement, and Credit Limit Increase
- Achievements:
- Technological Implementation of Global Projects; Medallia (Phone Surveys to Email Surveys), Click Fox (Journey Analytics), and Pain Point Repository (Jira)
- Design of Multichannel Use Cases; Contact Center: repeated calls, IVR travel path optimization, Impact of ATM Errors, Digital Enrollment in Branches, “CX Deadly Paths”
Insurance (CX Specialist)
Citibanamex
05.2014 - 11.2015
- Maintained accurate records of customer interactions and feedback.
- Conducted regular meetings with staff to review progress and address any concerns.
- Provided technical support for users Market Research reports
- Generated reports to track performance metrics of team members.
Analyst
Citibanamex
12.2012 - 05.2014
- Analyzed key performance indicators to identify effective strategies.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
Treasury Analyst
ICA Fluor
06.2011 - 07.2012
- Coordinated daily wire transfers between banks as well as international currency conversions when necessary.
- Performed detailed analysis of treasury related accounts such as bank fees, foreign exchange rates, and interest rate fluctuations.
- Prepared financial statements and reports on a weekly basis, including balance sheets, income statements, and cash flow statements.
- Prepared monthly and quarterly financial reports and presented to professionals.
Investment Portfolio Analyst
Allianz
02.2010 - 09.2010
- Prepared detailed reports outlining portfolio activity and performance metrics.
Practices
AR Advisor and Counselor Accounting
12.2008 - 12.2009
- Reconciled bank accounts on a regular basis.
- Analyzed financial statements to identify discrepancies and resolve issues.
- Reconciled expenses and financial records.
Education
Bachelor's Degree - Banking and Finance
Escuela Bancaria Y Comercial, S.C. (EBC)
Ciudad De MéxicoDiploma - Data mining analysis for decision-making
Instituto Tecnológico Autónomo de México (ITAM)
Six Sigma Green Belt - Certification
Tecnológico de Monterrey
Journey/Use Case Analytics Program -
Click Fox
Applied Data Science Program Certification -
MIT by Great Learning
Leadership & Innovation Certification -
MIT Professional Education
Industrial Product Design Certification -
MIT Professional Education
Senior Management Program: Chief Product Officer -
MIT (Massachusetts Institute of Technology) Professional Education
Skills
Creative Solutions Team Leadership Customer Lifecycle Design Market Research Agile Applied Statistics Service Blueprint Playbook Design Multichannel Analysis Service & Product Benchmark Prototype Data Analyst Brand Awareness Business Case Data Architecture Project Management Design Thinking Python KPI Design Six Sigma Voice of the Customer Voice of the Employee Partner Enablement Customer Strategy Retention Metrics Cross-functional Alignment Digital Onboarding Customer Health Scoring
Timeline
VP Customer Insights & Market Research (Sr. Manager)
Citibanamex
11.2019 - Current
Assistant Vice President Customer Insights (Manager)
Citibanamex
10.2017 - 11.2019
NPS Sr. Analyst Lead
Citibanamex
11.2015 - 10.2017
Insurance (CX Specialist)
Citibanamex
05.2014 - 11.2015
Analyst
Citibanamex
12.2012 - 05.2014
Treasury Analyst
ICA Fluor
06.2011 - 07.2012
Investment Portfolio Analyst
Allianz
02.2010 - 09.2010
Practices
AR Advisor and Counselor Accounting
12.2008 - 12.2009
Bachelor's Degree - Banking and Finance
Escuela Bancaria Y Comercial, S.C. (EBC)
Diploma - Data mining analysis for decision-making
Instituto Tecnológico Autónomo de México (ITAM)
Six Sigma Green Belt - Certification
Tecnológico de Monterrey
Journey/Use Case Analytics Program -
Click Fox
Applied Data Science Program Certification -
MIT by Great Learning
Leadership & Innovation Certification -
MIT Professional Education
Industrial Product Design Certification -
MIT Professional Education
Senior Management Program: Chief Product Officer -
MIT (Massachusetts Institute of Technology) Professional Education
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