I have spent most of my career in Spain at Euler Hermes and Solunion, a joint venture between MAPFRE and Euler Hermes, where I held a number of different management positions, including in the Claims and Collections, Commercial and Market Management departments.
I have recently been appointed as Group Head of Customer Service at Euler Hermes Group. During my career, I had the chance to lead and participate in several projects that contributed to improve the relationship with our customers and the services we deliver to them. Having that direct contact with customers, asking and listening to them and, of course, being able to fulfil their needs is the part I like the most of my job.
Could you tell us more about the projects you’re working on?
My new role aims to reinforce our level of service towards our customers. Over the last few years, we have succeeded in improving the customer experience by implementing different services and taking actions to ensure the best possible experience. For example, we now send tips to our customers during their on-boarding to help them manage their policy, and we have enhanced our proactive service model to anticipate customers’ needs.
We also developed a multi-channel approach allowing customers to choose how they want to interact with our teams. Now we are moving forward to ensure an omni-channel experience to our customers, which will also give them more freedom and autonomy to manage their policies through our dedicated customer platform, MyEH. Implemented in 2019, it was the result of an important work of co-creation with our customers and partners. The result is fantastic because we are sure that MyEH can meet their needs.
What can customers expect in terms of new features in MyEH? What benefits will they bring to customers?
How are these features being developed? How do you make sure to take customers’ needs into account?
Finally, on a more personal note, how is it working remotely? What is the most challenging for you?