Noemí Hernández Díaz

Noemí Hernández Díaz has worked in the customer experience industry since 2004. From 2004 to 2005, they were a Project Manager at Amena, where they studied the viability of projects based on service requirements and evaluated customer experience. From 2005 to 2009, they were a Customer Service & Projects Manager and a Digital Care Manager at Vodafone, where they supervised and optimized the call center activity, improved processes and procedures, and designed the customer service strategy through digital channels. From 2009 to 2019, they were a Head of Customer Service and a CXO - Chief Customer Experience Officer at Citibox, where they created, implemented, and monitored customer service policies and procedures, defined customer characteristics to achieve successful customer retention and loyalty actions, and developed metrics to evaluate and measure performance.

Noemí Hernández Díaz began their education in 1996, earning an Ingeniería Técnica de Telecomunicaciones degree in Sistemas de Telecomunicación from Universidad de Alcalá. Noemí then continued their studies at the same university, earning an Ingenieria de Telecomunicaciones degree in Sistemas de telecomunicación from 2001 to 2004. In 2019, Noemí obtained two additional certifications: Transformación digital: Cómo implementarla from LinkedIn and Professional Scrum Master™ PSM I from Scrum.org.