Manuela is a CCXP certified CX professional, with over 20 years’ experience as business leader, executive-level consultant and keynote speaker. She was most recently Senior Director of Customer Experience for ASDA, with responsibility for generating VoC and customer insight, developing customer strategy, designing propositions and experiences, and driving experience and business transformation across all journeys and channels. During her career, she successfully led corporate CX functions in large Retail and Financial Services organisations across Europe to transform the customer experience and generate higher NPS and brand preference, while increasing revenues and lowering operating costs and customer complaints. In addition to ASDA, some of the other companies that Manuela helped transform customer experience from the corporate trenches are Kingfisher plc, Direct Line Group, RBS and Barclays, as well as Prudential UK, M&G and Banco Wizink as a consultant. Her achievements were recognised by winning a number of prestigious CX awards, including UK CX Professional of the Year and she has also been voted as a Top 10 CX Influencer 2021.