Javier Romero
Javier
Romero has been a management and IT consultant focused in the customer
space since 1998, before which he worked in financial services and
education. An honors graduate of Harvard University, he read both social
anthropology and economics, which has given him the ability to assess
businesses and organizations from both human and quantitative
perspectives.
He has worked for a variety of blue-chip and SME clients in a diverse
array of customer-intensive sectors: telecom, media, property,
insurance, and retail. He received training at the Project Management
Institute and has led a number of engagements in strategy, marketing,
change management, and business process reengineering. In 2004, he
helped start up a digital and strategic marketing consultancy, which he
later left to focus his efforts purely on customer centricity and the
customer experience.
Recent achievements include (1) the development of a new matrix for one
of the United Kingdom’s largest mobile telephony providers to allow the
company to view its customers’ behavior in terms of their value; (2)
helping a recent client to quadruple in size over the period of one year
while streamlining the client’s customer service processes, thereby
enhancing the customer experience; and (3) redesigning a data management
strategy for the contact centers of another of the United Kingdom’s
largest mobile telephony providers to align the contact centers with the
company’s customer experience strategy.
Mr. Romero hails originally from Las Vegas but has spent his adult life
in Boston, Barcelona, and London. London has been his home for the past
five years.
Mr. Romero is part of the Strategyn UK team and may be contacted by
email. |
