Dear reader, welcome to my Portfolio
& Professional Overview 2026
About Me
I am a Customer Experience and Service Design leader with over eight years of international consulting experience helping organizations transform customer experiences into strategic business value. Across the Travel, Financial Services, and CPG/Retail industries, I have led complex, cross-functional transformation programs, guiding initiatives from strategy and service design through implementation to deliver scalable, customer-centric solutions in global, stakeholder-driven environments.
Alongside my consulting work, I am committed to advancing the design discipline through academia and community leadership. As a Service Design professor and Co-Founder of the Service Design Network Monterrey Chapter, I actively contribute to developing design capabilities and promoting service design as a catalyst for innovation, organizational transformation, and sustainable business growth.
Featured Projects
Featured Projects
Envisioning the Future-State Ideal Experience for a low-cost Airline’s Loyalty Program
Partnered with a mexican airline to co‑create the ideal experience for its loyalty program—clarifying its role within a highly fragmented brand ecosystem and placing both user experience and Customer Care staff at the center. Through strategic research with key stakeholders, we established a north‑star vision, uncovered critical gaps, and collaboratively designed the service blueprint for an end‑to‑end experience aligned with the airline’s broader strategy.
SKILLSET / TOOLS• Stakeholder and People Management
• Future-State Ideal Experience Service Experience Blueprint Mapping
• Design Strategy and System Thinking
Next-Gen Branches: From Detailed Service Experience Design to Real Scale Prototyping and Implementation
Through a unique perspective on how to bring the bank transformation to life, with a co-creative test and learn approach, I was part of the design team that created full-scale prototypes to validate the in-branch and facades service experience concepts and spaces.
SKILLSET / TOOLS• Experience Design and Cross-Functional Collaboration
• Service Experience Blueprint Mapping
• Lean Prototyping and Testing
• Implementation Roadmap and Recommendations