Mara Cassinari
Global Customer Experience Manager @HCLTech
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WORK HISTORY
Global Customer Experience Manager @HCLTech
Milan, IT
Global Customer Experience leader driving CX strategy, adoption and measurable business impact across complex, multi-country environments- Define and scale Customer Experience frameworks, including Voice of the Customer Programs, NPS, and experience management systems (XLAs) ensuring alignment across Marketing, IT and Operations- Lead cross-functional collaboration to translate customer insights into actionable initiatives and continuous improvement plans- Orchestrate adoption of CX practices through governance, stakeholder engagement, and change management at global level- Partner with Digital and IT teams to implement scalable, data-driven CX solutions and automation initiatives- Leverage persona-driven and journey-based approaches to design targeted experience improvement and enhance adoption
EDUCATION
MIP Politecnico di Milano
Executive Master Media and Telco, Business/Managerial Economics
Università Cattolica del Sacro Cuore
Economia e commercio, Business Administration
University of Regensburg
Economics
SKILLS
ABOUT MARA CASSINARI
Leader with 20+ years of experience driving Customer Experience strategy, adoption, and measurable business outcomes across complex, multi-country organizations. In my current role at HCLTech, I lead global Customer Experience initiatives, designing and scaling insight-driven operating models that connect Voice of Customer, customer health metrics, and behavioral data to enable informed decision-making and sustained value realization. I specialize in bridging strategy and execution—translating customer insights into actionable initiatives and ensuring adoption at scale through governance, cross-functional alignment, and stakeholder engagement. My work supports not only experience improvement, but also stronger customer retention, engagement, and long-term growth. My approach combines persona-driven and journey-based design with data and AI to deliver scalable, relevant improvements in both customer experience and business performance. I have extensive experience operating in highly regulated and complex industries, working with global stakeholders and cross-functional teams to align priorities, simplify complexity, and deliver tangible outcomes. Alongside my professional work, I co-authored Total Marketing, exploring how Customer Experience, technology, and organizational alignment converge to create value in modern enterprises. I am particularly motivated by opportunities to apply Customer Experience in industries where it can have a meaningful impact on people’s lives, including healthcare.
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