Design
Strategy
Experiencie
CharlyUX
The Story
At Banco Galicia, we identified that critical customer experience indicators such as NPS, CSAT, CES and RES were not being actively used across many teams. The issue was not the lack of information, but rather the difficulty in understanding, accessing and contextualizing the data within everyday workflows.
Through internal research and collaborative analysis, we restructured the way customer insights were communicated across the organization. We improved dashboard accessibility, simplified reporting structures and created a more approachable communication strategy through Workplace, helping transform customer feedback into a clearer opportunity space for decision-making and continuous improvement.
My Main Objective
My role combined UX research, communication strategy and information design to improve how customer experience insights were understood and adopted across Banco Galicia’s ecosystem. I helped simplify quantitative and qualitative feedback, improve dashboard usability and create clearer communication dynamics that connected customer data with product and business decisions.
Impact and Results
Conducted internal research initiatives that identified adoption barriers related to customer experience metrics across product and business teams.
Improved accessibility and understanding of customer insights through clearer dashboard structures, communication strategies and simplified reporting systems.
Helped position the Voice of the Customer team internally through branding, Workplace initiatives and engagement dynamics that increased visibility, participation and organizational awareness around customer feedback.