Fátima|
I design the operating systems behind ambitious strategy — customer lifecycle, governance, and AI-enabled operations that turn priorities into measurable results.
With over 12 years operating at the intersection of strategy and execution, I specialize in customer lifecycle design, retention operations, and AI-enabled automation. My background spans institutional governance (Banco de España, OECD) and high-growth EdTech, giving me the range to operate across regulated, high-stakes environments and fast-moving, high-growth ones alike. I build the operating systems, KPI frameworks, and cross-functional alignment that turn ambitious strategy into measurable, compounding results.
🏆 Recognized by La Razón as one of Spain's 50 Most Influential Young Leaders, for founding and leading the nationwide advocacy campaign Bebé Aido (2009–2017).
A timeline of how I got here.
UDIT — Madrid, Spain
Madrid, Spain
Banco de España — Madrid, Spain
Banco Popular — Madrid, Spain
BRED Banque Populaire — Paris, France
OECD — Paris, France
Deployed an AI-enabled customer support model handling 2,800+ daily interactions, cutting first-response time from 6 hours to 8 seconds.
Delivered a full CRM migration of 180,000+ records, 12% under budget, with zero data loss.
Designed a customer health and retention-risk framework that improved NPS from 42 to 61 and cut complaints by 55%.
Eliminated 320+ weekly manual hours across the organization through AI-driven workflow automation.
Built the governance and operating model from scratch that let the executive team lead four institutions as one.
Aligned marketing, admissions and support around shared lifecycle metrics, sustaining 9–15% conversion (4.5–7.5x industry benchmark).
Lifecycle, retention & expansion
Decision architecture & alignment
Copilots, agents & orchestration
Workflow automation & integrations
Day-to-day operating tools
In progress — actively pursuing
Where I learned the fundamentals.
Banco de España
Top 5% nationally, completed while working full-time.
Trás-os-Montes e Alto Douro (Portugal)
CUNEF (Spain)
Whether you're exploring AI, need a workshop, or want to collaborate — I'd love to hear from you.
Based in Madrid, working globally. Open to advisory roles, speaking engagements, and interesting collaborations.