A career built between strategy, people and action.

01 / ENDESA · CUSTOMER STRATEGY

Restoring clarity to a strategic customer journey project

A strategic Customer Journey programme involving more than 100 people from Endesa and four very different business and IT partners had become difficult to move forward. The challenge went well beyond experience design: complex governance, multiple decision-making layers, bureaucracy, competing perspectives and the need to coordinate people with different responsibilities and ways of working. I entered at a critical stage to bring structure to the programme, rebuild alignment and trust, facilitate decisions across stakeholders and reconnect the work with its strategic purpose. The contribution was as much about leadership, governance and managing complexity as it was about customer experience. The programme regained direction and the ability to progress across organizational boundaries.

“Sonia did excellent work on a strategic Customer Journey project that had experienced several ups and downs. Her involvement was essential to achieving the success we ultimately reached.”

César García Yela : Head of Commissioning and Contract Management, Enel

02 / SKETCHIN SPAIN · EXECUTIVE LEADERSHIP

Building an international consultancy’s presence in Spain

As Country Manager of Sketchin Spain, I was responsible for developing the Spanish business of an established Italian strategic design consultancy. That meant much more than business development: shaping market positioning, building a team, developing client relationships and translating an international proposition into the needs of the local market. The work included relationships and projects with organizations such as Reale, Cepsa and Deutsche Bank.

A leadership experience combining business development, people, client delivery and entrepreneurial decision-making.