Daniel Moreno

• Customer Experience Strategy: I establish data structures for Customer Experience by setting up and analysing CSAT and NPS surveys to identify key strengths and weaknesses.

• Action Prioritization & Impact Analysis: I facilitate the prioritization of improvement actions by calculating their impact on the NPS score.

• Data & Dashboard Development: I create and maintain Power BI dashboards to visualize customer feedback and performance metrics.

• Technological Integration: I develop GenAI solutions using Python and APIs to gain deeper insights from customer feedback.

• Cross-Functional Collaboration: I partner with various teams to promote CX awareness and provide product performance insights from a customer's perspective.

As a Customer Journey Expert at ING, I ensured data quality for the Finance Tribe by validating data and maintaining quality frameworks. I also coordinated the resolution of data issues, from analyzing the problem to prioritizing fixes and tracking actions to completion.

As a risk and data analytics professional, I built and validated IRRBB and scoring models, developed dashboards, and leveraged Python and Power BI to deliver data-driven insights.