Director of Customer Experience - MENA
Ilaria is Director of Customer Experience for the MENA region at Talabat, leading the organization in its voice of the customer program and customer experience strategy.
She’s a results-driven and pioneering senior-level Marketing Strategist and Customer Experience Professional with demonstrated success delivering high-level results through customer experience transformation, omnichannel marketing, and brand strategy in the start-up tech and fashion/luxury retail industries.
She received prestigious intl’ CX awards (including International Customer Experience Awards 2020 and Customer and Customer Centricity World Series), as well as recognition for her efforts launching various omnichannel capabilities (e.g., Clienteling, Voice of the Customer, and more) and CX programmes that have successfully generated company-wide customer-obsessions, retained and acquired customers.
She has extensive experience in Human center experience design, customer operations, customer relationship management, customer intelligence, and research, customer loyalty, and digital transformation.
Ilaria is a firm believer in positively energizing leadership and empathy and her career has been guided by the principle that “everyone owns a piece of CX in the company”.