Paulina Fernandez
Director - Customer Servicing Strategy & Program Management @American Express
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WORK HISTORY
Director - Customer Servicing Strategy & Program Management @American Express
IN
In my current role, I spearhead program management for pivotal Digital Servicing and Chat Servicing initiatives, collaborating extensively with key stakeholders to ensure strategic alignment and execution excellence. I proactively identify and mitigate critical issues and dependencies while fostering a rigorous framework for decision-making, thereby advancing operational effectiveness and innovation across our digital service portfolio.
EDUCATION
Universidad Nacional de Tres de Febrero
Master's degree, Digital Humanities
University of Buenos Aires
Bachelor's degree, Books & Publications Editing
Universidad de Salamanca
Master's degree, Creative Writing
University of Buenos Aires
Bachelor's degree, Hispanic and Latin American Languages, Literatures, and Linguistics, General
SKILLS
ABOUT PAULINA FERNANDEZ
With nearly two decades of experience at American Express, I am a results-driven program management and digital transformation leader with a proven track record of driving operational excellence and strategic innovation at a global scale. In my current role, I lead enterprise-wide governance, process optimization, and digital-first initiatives to enhance customer intelligence, reduce call volume, and streamline servicing operations globally. I excel in orchestrating complex transformations, fostering cross-functional alignment, and executing high-impact strategies that drive business efficiency and customer value. A Harvard Business School leadership alum, I leverage a data-driven, insights-led approach to optimize performance, enable strategic decision-making, and deliver measurable outcomes. Passionate about leadership development and innovation, I am committed to bridging strategy, technology, and customer experience to create sustainable business impact.
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