María Virginia Osuna
Milan,MI
Summary
Experienced executive with extensive senior management expertise in business consulting. Recognized for process and organizational analysis and design, as well as business model and value proposition assessment. Skilled in leveraging customer experience (CX) analysis and design as a pivotal driver for improvement identification, transformation, and innovation within organizations. This experience has been acquired through participation in multiple projects across various sectors such as consumer goods, retail, and services. Worked with multidisciplinary and multicultural teams in Venezuela, the United Kingdom, and Italy, not only in family-owned businesses and SMEs but also in multinational corporations.
Overview
40
40
years of professional experience
Work History
Customer Experience Consultant
Freelance Consultant
2024.08 - Current
- Utilize various tools such as Business Models, Value Proposition, Customer Journey Maps, Gap Analysis and Prioritization methods to develop a tailored Customer Experience approach and strategy that can improve the overall Business Operating Model in an integrated and structured manner
Freelance - Customer Experience Consultant
MARK IT
2020.01 - Current
- Development and conduction of Customer Experience, Customer Profiling and Value Proposition workshops
- Facilitation of on-site customer profiling and value maps sessions with clients to define targets and understand how value propositions fit the customer profile
- Facilitation of on-site customer journey mapping sessions as part of the development of a marketing and communication strategy and plan, as well as to identify opportunities for improvement
- Definition and rollout of a Customer Experience survey to understand level of maturity and create awareness
- Development of Customer Experience marketing material and approach
Co-Founder and Consulting Director
AGILPRO
2000.01 - 2019.01
- Management of commercial and contract negotiations with our clients
- Definition of value propositions to address the market
- Development of strong networks and relationships with stakeholders at all levels and functions within our clients
- Customer Journey maps design
- Identifying and analyzing 'touchpoints' on each buying stage and channel
- Customer Experience strategies design, defining new business capabilities and analyzing the impact on internal processes, organization, IT applications and management information methods
- Analysis of business models, customer profiles and value maps
- Analysis and design of key components for various operating business model (processes, partners, locations, organization, technology and KPIs)
- Design of a Center of Excellence for Business Process Management
- Analysis, redesign and implementation of new processes and organizational structures.
Senior Manager
ACCENTURE
1999.01 - 2000.01
- Co-leadership of the development of the e-commerce practice.
Senior Manager
ACCENTURE
1997.01 - 1999.01
- Leadership of the European knowledge management program for the Enterprise Resource Planning (ERP) line of business, with emphasis in the UK, France, Spain, Germany, and Italy, managing a multi-location team, deploying standards, organization and processes, implementing knowledge culture change initiatives and defining and implementing improvements to elevate project contributions, usability and quality, as well as the level of internal awareness and synergy among different countries
- Development of the an induction program and training strategy for the ERP line of business
- Participation in the roll-out in France and Spain of the merger of two multinational high-tech companies.
Senior Manager
ACCENTURE
1991.01 - 1997.01
- Participation in business development activities in Venezuela, with emphasis in the consumer goods and telecommunications industry sectors
- Management of various system implementations and reengineering projects, mainly in the analysis and redesign of value chain processes (with emphasis in order to cash cycle and customer service processes) and organizational structures, development of testing models and environments, design and deployment of training sessions
- Management of the design and implementation of various KPI dashboards
- Management of the transition planning and implementation of an outsourcing project in Venezuela.
Consultant / Analyst
1985.01 - 1991.01
- Participation in multiple systems and business processes analysis, design, and implementation projects, mainly in the development of testing models and environment, procedures, and training sessions.
Education
Computer Engineer -
UNIVERSIDAD SIMON BOLIVAR
Skills
- Business Needs Analysis and Design
- Business Process Management and Organizational Skills
- Task Prioritization and Roadmap Design
- Project Definition and Management
- Continuous Improvement
- Workshop Facilitation
- Teamwork and Collaboration
- Multitasking and Time Management abilities
- Effective Communication
- Customer Presentations
Additional Information
Business Analysis (BA) Conference Europe 2016, London
Speaker at the BA Conference Europe 2016: “Analyzing the business from the customer touchpoints - A new point of view for an Optical Goods and Services retailer”
Personal Information
Date of Birth: 08/08/62
Citizenship: Venezuelan, Italian
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Italian
Intermediate (B1)
Timeline
Customer Experience Consultant
Freelance Consultant
2024.08 - Current
Freelance - Customer Experience Consultant
MARK IT
2020.01 - Current
Co-Founder and Consulting Director
AGILPRO
2000.01 - 2019.01
Senior Manager
ACCENTURE
1999.01 - 2000.01
Senior Manager
ACCENTURE
1997.01 - 1999.01
Senior Manager
ACCENTURE
1991.01 - 1997.01
Consultant / Analyst
1985.01 - 1991.01
Computer Engineer -
UNIVERSIDAD SIMON BOLIVAR
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