Olivier Palacios

Successfully expanding the Global Experience-Led Growth (XGM) strategy and operating model.

• Enterprise CX Governance: Successfully launched and operationalized the Lenovo Experience Growth Model (XGM), establishing a robust governance and execution framework that shifted global operations from reactive measurement to structured, repeatable experience improvement.
• Insight-to-Action Methodology & ROI: Developed and deployed a standardized methodology translating CX insights into actionable business cases, establishing clear measures of success, operational relevance, and ROI visibility across multiple business units (PCSD, ISG).
• AI-Driven Maturity Modeling: Modernized global CX maturity assessment by creating and implementing an AI-enabled evaluation model, significantly improving efficiency, scalability, and objectivity in progressing maturity across global teams.
• Transformation Leadership & Capability Building: Applied Lean, DMAIC, and ADKAR Change Management principles to elevate team capabilities. Acted as an internal consulting multiplier, introducing practical problem-solving methodologies (5 Whys, Ishikawa) to accelerate the transition from insight to action.
• Strategic Journey Mapping: Directed the implementation of the Customer Journey Mapping strategy, ensuring rigorous governance and end-to-end accountability across the region.

• Global Escalation Governance: Orchestrated Worldwide Corporate Quality as the definitive Subject Matter Expert (SME), directing rigorous Root Cause Analysis (RCA) for critical, high-visibility customer escalations to restore business continuity and client trust.
• Systemic Defect Eradication: Directed Lean Six Sigma initiatives to dismantle systemic operational bottlenecks, driving measurable optimization across key commercial and performance metrics.
• VoC & Closed-Loop Architecture: Architected comprehensive B2B Voice of the Customer (VoC) and CSAT programs. Engineered Closed-Loop frameworks that systematically transformed raw customer friction into structured, actionable business improvement pipelines.

• Executive CX Intelligence: Synthesized complex VoC data (NPS/CSAT) via Medallia into high-impact executive intelligence, actively guiding C-Level strategy and decision-making.
• Loyalty-Driven Transformation: Spearheaded targeted CX initiatives, translating perception metrics into structural operational changes that tangibly elevated customer loyalty, retention, and business alignment.

• ITIL Architecture & Governance: Governed ITIL-aligned Incident and Problem Management architectures, ensuring structural integrity and compliance across service delivery operations.
• Crisis Management & 8D Resolution: Orchestrated rapid-response Crisis Management interventions utilizing 8D methodology, mitigating severe operational risks and resolving critical service disruptions.