David Orza

Background

About David Orza

With over 20 years of experience in the financial sector, I am a Director Customer Experience at ABANCA, a leading Spanish bank. In this role, I lead the design and implementation of customer experience strategies, processes, and projects, aiming to enhance customer satisfaction, loyalty, and retention. I also oversee cross-functional teams, manage budgets and resources, and monitor key performance indicators. Creating a new category and department which is part of the culture and day-to-day life of the company The great achievements from this role in CX:Create a customer care policy throughout the organization, becoming an omnichannel client companyTrigger feedback towards concrete continuous improvements Test in different platforms all relevant products and servicesObtain significant kpis that are part of BSC bank (inscreasing more than 40% our NPS) Special work with analytics and models to increase satisfaction and loyalty Previously, I was a Process Manager at ABANCA, where I managed the optimization and automation of business processes, resulting in increased efficiency, quality, and compliance. I also worked as a Strategy Product Manager at NCG SA, where I developed and executed product strategies, plans, and campaigns for various financial products and services. I have a Bachelor of Commerce from University College Dublin, a Finance Master from Afi Escuela, and an International Business Program from Georgetown University. The greatest skill is knowing how to work as a team, with great professionals, who share a common objective, which is the client. All previous experience, in Business and IT, gives us a comprehensive vision of the company, sector and client.