Victor Manuel Cuesta

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CX Sr Lead

Payway (Prisma Visa Argentina)

Jan 2024 - Current (1 year 6 months)

- Responsible for designing experiences that delight and surprise our customers - Develop and execute phases for diagnosis, ideation, and implementation of Customer Journey Maps and Service Blueprints tailored to diverse user profiles - Utilize various methodologies such as Design Thinking, Design Sprints, qualitative and quantitative field analysis, archetype and buyer persona creation, and direct customer testing of prototypes before launch - Create, define and implement policy for customer relations in relational events at the different meeting points - Define, generate, and monitor project OKRs and KPIs to ensure alignment with strategic goals - Coordinate and support the strategy with Customer Support, Field Support, Product, UX, Value

UX Insights Manager

Naranja X

Jul 2022 - Jan 2024 (1 year 7 months)

- Structure, lead, develop and manage the UX Insights team as a whole - Generate synergy between Service Design, Metrics and Research teams, in order to give a richer understanding of current and potential customers - Mentor who motivates and inspires the members of his team to reach their maximum potential, opening spaces for growth according to their role and experience - Design and promote techniques and processes that allow obtaining highly relevant insights for the business and the product - Connect decisions with the purpose of Naranja X - Contribute to ensuring results on time, aligned with the desired time to market - Responsible for aligning the other areas of the company on the importance of resolving the needs and frictions detec

UX Research Lead

Naranja X

Dec 2021 - Aug 2022 (9 months)

- Responsable of Strategy & User Research of behavior and uses of the experiences of our customers and leading research life-cycle from the beginning to end - Proactively communicate findings and recommendations that will better define customer and user requirements while defining the problems we should work on next. - Provider of the actionable insights in a compelling way based on research results. - Identify and prioritize opportunities that could potentially explore and develop to stay ahead - Work closely with all product teams so they understand the value of user research and testing - Conduct meetings with stakeholders to explain the value of user research and better user needs - Be up to date on the latest methods and research trend

CX Lead

Movistar Argentina

Mar 2021 - Nov 2021 (9 months)

- Responsable of design the experiences that surprise our customers - Generate the fases for diagnosis, ideation and implement the Customer Journey Map and Service Blueprint of different users - Using different techniques such as Design Thinking, Design Spring, qualitative and quantitative analysis on the field, building Archetypes and User buyer, testing directly with customers the different prototypes as a pre-launch - Generation and monitoring of OKRs and KPIs of the projects - Coordinate and bring support to Strategy Designer, Service Designer, CX Research and UX Writer to develop the all methodology with the different frameworks

PO & Planification Campaign Lead B2C

Movistar Argentina

Jul 2018 - Mar 2021 (2 years 9 months)

- Responsable go to market and co-living of all campaignes of the company commercial and non commercials - Campagn priorization throught the analysis with Business Cases (Commercial OIBDA) and business strategies - Monitoring the life-circle and decision of continue-release-end - Continuous monitoring of KPIs, deviations and implementation of corrective actions - Guardian of customer contactability and harassment prevention (Inbound, Outbound, RRSS + own digital media) PO Agile: Enterprise DataWarehouse, for developing metrics & atributes on the convergence DW that allow data driven decisions - Continuos status to stakeholders on projects (timeline, gaps, necessities, next steps, etc.) - Principal interacting areas BI, Estrategic Marketing,

Product Manager Digital APPs B2B

Movistar Argentina

Jul 2014 - Jun 2018 (4 years)

- Develop & go to market of new strategic products: Movistar Cloud (back up in the cloud), Office365, Seguridad Total McAfee, others - Continuos status to stakeholders on projects (timeline, gaps, necessities, next steps, etc.), monitoring KPIs, life-circle producto and doing everything to reach the goals - Implementation tools for the sales and comercial forcé (direct and indirect) - Product strategies and roadmaps, Value Proposition and Go to Market - Focal point implementation UX digital services (Product & IT) - Annual Budget: +AR$400 MM

Product Manager - AVSs Fix B2B

Telefónica S.A

Jul 2009 - Jun 2014 (5 years)

- Development and launch new products: Video Supervision, Remote Helpdesk, IT Consultant, others - Continuos status to stakeholders on projects (timeline, gaps, necessities, next steps, etc.) - Monitoring of KPIs, lifecycle of products and achievement of goals - Interaction directly with IT for the different developments

Customer Service Assistant B2B

Telefónica S.A

Jul 2004 - Jun 2009 (5 years)

- Customer Management and Development. Cross Selling and upgrade Telefónica product portfolio - Configuration and Maintenance of Services, Administration of Solutions, Interaction with areas as Back Office, Technicians, Systems, Collections and Marketing - Increase in the satisfaction of the client portfolio over 40% over the base year - Improvement in the efficiency of telephone services and digital media - Increase penetration cross-selling of services over 90%

Account Executive B2B

Movicom Bellsouth

Apr 2003 - Jun 2004 (1 year 3 months)

- Advice on corporate sales for SMEs - Implementation of new solutions within each company - Portfolio and client development through potential forecast in the expansion of solutions - Increase in penetration and upgrade of portfolio in 150% - Acquisition of new clients and migration management from the competition to the own portfolio over 100% - Management and loyalty, shielding them achieving completion without loss of clients

Victor Manuel Cuesta

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Victor's behavioral traits
Victor's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.