Santiago Paz Sáenz

Santiago Paz Sáenz is a seasoned professional in customer experience with a notable career spanning several years. Currently serving as Jefe de Experiencia del Cliente at Fanalca S.A. since November 2022, Santiago previously held various roles at Banco de Occidente from January 2016 to November 2022, including CX Expert and Customer Experience Senior Analyst, where significant achievements included a 6% increase in NPS and a 12% rise in customer satisfaction for vehicle banking. Additional accomplishments involved decreasing fraud by 15% and enhancing customer journey monitoring, ultimately contributing to the organization’s growth. Santiago also worked as an Analyst in Implementation SAE's and as a Monitor of Mercadeo Institucional at Universidad Icesi. Santiago holds a degree from Universidad Icesi, completed in 2016.