Mariana de Marchi

Mariana De Marchi, CCXP, currently serves as the DTC Customer Experience Manager at Samuelsohn Ltd., where responsibilities include developing customer policies, managing escalation processes, and enhancing customer experience through a Voice of Customer program. Previously, Mariana held prominent positions such as Associate Vice President of Customer Experience at Leger, where a CX strategy was shaped and executed, and Head of Customer Experience, User Experience, and Customer Insights at Qualicorp, overseeing a large CX team in developing service blueprints and customer journeys. Additional roles include Experience & Relationship Sr Manager at PRAVALER, with a focus on transforming customer relations, and Customer Experience Coordinator at TD, where significant improvements in customer satisfaction were achieved. Mariana holds a Master in Business Economics from FGV - Fundação Getulio Vargas and a Bilingual Honors BA in International Studies from York University.