Marcela Castano

About Marcela Castano

Collaborative Client Experience Leader with 18+ years of experience in the financial service industry and 14+ years leading multi-site projects supporting the strategic direction and improvement-oriented culture of the organization. Spearheaded the Voice of the Client (VoC) program using consumer insights and analytics, developing strategies, and implementing action plans to drive customer satisfaction and increase loyalty across multiple lines of business. Established the strategy and tactics to increase client loyalty, engagement, and satisfaction resulting in exceptional response rate increases and loyalty and satisfaction score gains above industry benchmarks. CORE COMPETENCIESProgram Planning and Execution | KPI Analysis | Gap Analysis | Quality & Control | Client Experience - Journey Mapping | Project Management (PMO)| Digital LOB (Online Banking, Mobile, ATM)| NPS (Net Promoter Score) analysis | Client Experience Analysis (VoC)| Relationship LOB (Mortgage, Wealth, Small Business | PMP (Pre training)| Process Development | Vendor Management /RFP | Bilingual Spanish – English | Proficient in MS Word, PowerPoint, Excel, JIRA, and Opinion Lab

Experience

1. VP Client Experience Lead

   Truist

   Mar 2021 — Present

   Accountable for executing and facilitating ownership of customer experience excellence and driving customer advocacy throughout the line of business (LOB) Mortgage Origination, Servicing, and Correspondent; ensuring the customer is both embedded and prioritized in decision-making around strategy, business models, customer journeys, products, operations, policies, and procedures.

Education

• Universidad Autonoma de Manizales

  Business Administration, Economics

• Harvard Business School Online

  Specialization in Strategy