Luis Carlos Santamaria

Support companies in optimizing and scaling Voice of Customer (VoC) platforms, acting as a strategic bridge between business and IT. Lead CX project management activities — from scoping and planning to implementation and post-launch optimization — ensuring alignment between stakeholders, timelines, and deliverables. Translate CX strategies into clear technical requirements for platform implementation. Provide strategic and operational consulting on NPS/CSAT, platform governance, and feedback management. Ensure platforms deliver measurable value, improved user adoption, and actionable insights.

Ensure clients continuously derive measurable value from the Medallia platform by aligning capabilities with business objectives and CX strategy. Collaborate with enterprise clients (banking, retail, telco...) to assess program maturity, optimize integrations, and expand adoption. Develop strategic account plans and business reviews addressing performance, risks, and growth opportunities. Partner with Product, Professional Services, Legal, and IT teams to ensure successful delivery and long-term customer program health.

Conducted a comprehensive audit of CX tools, identifying platform gaps and redesign opportunities. Launched a CX Program in China after a successful Proof of Concept (PoC) with a local partner. Integrated mystery shopper data into dashboards for a 360° customer view and closed-loop insights. Adapted the NPS/CSAT solution to the specific expectations and operational models of luxury brands.

Led product design and testing of “CemTric”, Kantar’s proprietary CX platform. Integrated third-party solutions (social media monitoring, reviews, text analytics) to expand data capabilities. Managed Groupe Renault’s global VoC program, translating client needs into actionable deliverables for IT and product teams. Led RFPs across Europe and LATAM, managing scoping, proposal design, and budgeting.

Designed and deployed a customized CX platform for PSA (Stellantis). Delivered continuous data analysis and monitoring, helping the client close the loop through timely, insight-driven actions. Oversaw a team of five, product releases, and governance between client, IT, and research teams. Supported pre-sales activities with winning proposals

Managed regional client services and budgets, ensuring consistent delivery of high-quality research. Developed and won RFPs, delivering data-driven insights across industries. Designed and executed quantitative research to guide strategic business decisions.