CUSTOMER EXPERIENCE & AUTOMATION

OVERVIEW

Under Xavier Godoy's leadership, Customer Experience & Automation is designed to drive digitalisation and automation generating value across the customer journey (from acquisition to recovery, through growth and service) by developing a deep inside-out customer knowledge and leveraging data, AI and automation across all channels.

Digital Acquisition and Automation

Alicia Perello

Supplier Experience Design & Optimisation

Sara del Nozal

Client Experience Design & Optimisation

Victoria Fernandez

Experience Data & Automation

Luis Mas

Conversational AI and Channel Automation

Margaux De Stepkowski

  • Automate customer service queries with generative AI.
  • Maintain and evolve virtual assistants. •Implement and operate AI solutions to simplify/automate processes.
  • Create new self-service capabilities for customers.
  • Development and management of corporate public websites.
  • Development and management of CXA tech stack.
  • Automate customer service queries with generative AI.
  • Maintain and evolve virtual assistants. •Implement and operate AI solutions to simplify/automate processes.
  • Create new self-service capabilities for customers.
  • Development and management of corporate public websites.
  • Development and management of CXA tech stack. 
  • Customer knowledge and journey, NPS, customer data.
  • Hotels and clients acquisition and onboarding, automation and optimisation.
  • Development and management of client and hotel churn prevention and recovery digital programmes.
  • Build and management of growth opportunity digital programmes to increase client and partner share of wallet.
  • Customer knowledge and journey, NPS, customer data.
  • Hotels and clients acquisition and onboarding, automation and optimisation.
  • Development and management of client and hotel churn prevention and recovery digital programmes.
  • Build and management of growth opportunity digital programmes to increase client and partner share of wallet.
  • Customer knowledge and journey, NPS, customer data.
  • Hotels and clients acquisition and onboarding, automation and optimisation.
  • Development and management of client and hotel churn prevention and recovery digital programmes.
  • Build and management of growth opportunity digital programmes to increase client and partner share of wallet. 

Our Operations team works across brands and products, ensuring a seamless delivery of high-quality services to HBX Group partners worldwide. Our mission is to offer frictionless and efficient services and achieve sustainable growth. 

OPERATIONS

OVERVIEW

Global Finance Services

Paolo Lunardon

Customer Experience & Automation

Xavier Godoy

Operations Strategy and Transformation

Diego Sanz

Global Customer Service

Adam Tinsley

Global Customer Service, overseen by  Adam Tinsley, is structured to define and implement best-in-class service aligned with our company goals. Aiming to enhance the efficiency of our operations through the adoption of cutting edge workforce management practices, continuous improvement of processes and automation, leveraging data, technology and AI capabilities, while always delivering exceptional customer experiences, ensuring quality and satisfaction in every interaction.

 GLOBAL CUSTOMER SERVICE

OVERVIEW

  • Quality Assurance
  • Learning & Development
  • Protocols & Processes
  • Workforce Management 

Customer Service Performance

Oriol Cortes

  • Performance analysis & Reporting
  • Continous improvement and optimization
  • Ops Technology & Telephony
  • Customer service for new products and services 

Global Contact Center Operations

Fermin Iribertegui

  • Client and Supplier service delivery
  • Service account manager team for Platinum clients
  • Demand optimization 

Customer Service Integration

 Inmaculada Ruiz

  • Customer service for HBX Group entities: Holiday Taxis, Carnect & Easymarket
  • Loading & Contents
  • SI Configuration
  • Quality Control
  • Profit Maximisation Health & Safety

Customer Service Quality

Claudia Rast

Supplier Services & Quality Control

Jaume Rovira

GLOBAL FINANCE SERVICES

OVERVIEW

Global Finance Services, led by  Paolo Lunardon, is all about streamlining and optimising financial operations at a global scale, aiming to improve the experience of our internal and external business partners and enhance the efficiency of our finance processes through continuous improvement, data analytics and digitalisation, delivering secure, compliant and best in class finance services.

Process   Management

Ane Sistiaga

  • Performance analysis & reporting
  • Continuous improvement and optimisation
  • Finance service for new products and services 
  • Billing & collection
  • Cash application
  • Account reconciliations
  • Queries management 
  •  Invoices processing & payments
  • Debtor balance management
  • Account reconciliations
  • Queries management 

General Ledger & Master Data (RTR)

Daniel Godoy

  • Financial accounting
  • Fixed assets
  • Balance sheet recs
  • Bank recs
  • Client master data
  • Supplier master data 
  • Client fraud
  • Supplier fraud
  • Non-IT incidents management 
  • Business Process Outsourcing service quality management

Client Finance Services (OTC)

Cecilio Martin

Fraud and Risk Management

Rodrigo Palacios

Supplier Finance Services (PTP)

Vacancy

Business Process Outsourcing

Natasha Wetter

OPERATIONS STRATEGY & TRANSFORMATION

OVERVIEW

The Operations Strategy & Transformation, led by Diego Sanz, is dedicated to lead the development and execution of strategic initiatives for the Operations function, collaborating closely with key stakeholders, to define and plan the overall strategy, covering the definition and implementation of the operating models for new products and services across the company driving operational efficiency, fostering innovation, and ensuring the successful execution of strategic goals.

  • Develop the Operations strategy and roadmap by working together with the Operations Leadership Team.
  • Manage the strategic initiative roadmap, progress monitoring and identification of risks to achieve established objectives and ambition.
  • Co-create the operating models required across the Operations teams to deliver the new business products and services at HBX Group.
  • Coordinate the performance and transformation reporting of the area. 

Operations Strategy & Transformation

Diego Sanz