Customer Experience · Training · Team Management · Lean Startup Innovation · AI
I help leaders turn what customers and teams are seeing into better experiences, stronger teams, and practical change.
Gmunden, Austria · Available across the EU · Remote or hybrid
Independent product work · October 2025 to present
Since October 2025, I’ve been building working products and developing my AI skills by using them. I’m currently focused on Famili, Senseeing and Fazore.
Famili is a private family-memory product I am testing with my own family. It helps relatives answer questions, record audio or video, add photographs, and keep memories connected to the people they belong to.
The current work is focused on making contribution feel calm and straightforward for older and less technical family members.
Questions
From your family
PeopleSenseeing turns a leadership method I developed through years of team and customer work into a usable product. It helps managers understand a new team faster, find repeated patterns across interviews, and turn scattered observations into a ranked plan.
I designed the method, the product experience and the AI-supported analysis workflow. Managers can use frontline input in a structured way, while the decisions remain theirs.
Team brief
Cross-team pattern
Team map
Response loopFazore is a practical AI-learning venture I am building with Verena. We are creating short, interactive courses that help people choose the right tool, write better briefs, understand the risks, and make useful work with AI.
Designing the learning, writing the material and building the digital experience has brought together my background in teaching, facilitation, customer experience and product work.
Fazore.eu
Work you finish withThe thread through the work
I tend to approach problems in three steps. The details come from journalism, teaching, customer discovery and operations.
Ask enough questions to understand what people are actually experiencing.
Journalism taught me how to interview people, and teaching taught me to notice when something had not landed. At Strategyzer, I learned a structured approach to customer discovery: understand the job someone is trying to do, test assumptions, and use the evidence to improve the offer. I later used the same discipline with teams and customers at ServiceNow.
Work out whether an issue is isolated or showing up repeatedly.
I look at interviews, customer feedback and operational data together. When they point to the same issue, there is usually something worth investigating.
Turn what we learned into a concrete change.
That could be a clearer priority, a skills framework, a programme, an operating rhythm, a service improvement or a product. What matters is whether it helps people do the work better.
Professional experience
Selected work from ServiceNow, Strategyzer, and Almori BPO Services.
Training Delivery Manager · EMEA
2019 to 2025
For almost six years, I led training delivery across EMEA, managing 15 remote technical trainers and coordinating quality across a wider partner network. My responsibilities included day-to-day delivery, team leadership, partner quality and customer escalations. I worked closely with trainers, customers, curriculum and operations to keep delivery moving across a complex region.
When strong satisfaction scores did not match what participation data was showing, I led a wider investigation using operational data, interviews and frontline experience. That work produced a fairer global evaluation framework for roughly 70 to 80 trainers, a clearer skills and career matrix, and a new feedback loop between trainers and curriculum developers. The same diagnostic approach was later extended across Sales, Operations and Content.
People leadership, partner quality, customer escalations and operational delivery across one of ServiceNow’s most varied regions.
Lead Customer Experience Manager
2016 to 2019 · Returned in 2025
I built Strategyzer’s customer success function and managed the operating layer behind complex Fortune 500 innovation programmes across EMEA and APAC. The role combined executive relationships, stakeholder onboarding, programme management, coach coordination, workshops and ongoing client support for organisations including Bayer, Rolls-Royce, Nestlé, Roche and Thales.
The largest engagement was Bayer’s three-year Catalyst Fund. I managed the partnership and delivery system that helped take 400 proposals through funding, testing and launch. Five businesses reached market, with Bayer projecting up to €1B in annual revenue from the final portfolio. I also built Strategyzer’s company-wide OKR reporting framework from scratch.
Bayer’s projection for the five businesses launched through the programme. My role was helping the partnership hold together: executive relationships, stakeholder onboarding, programme coordination, progress reviews and the global coach network.
HR, recruitment and training development
2008 to 2011
I joined when Almori had 22 employees and helped build the people infrastructure it needed to reach 200. I led recruitment, HR and training; created onboarding and client-specific curricula; introduced benefits and retention programmes; supported HIPAA-compliant healthcare delivery; and built the company intranet.
I also worked with leadership on client and investor relationships as international operators explored setting up their own service centres in Nicaragua. That experience showed me how directly recruitment, training and internal systems affect customer delivery.
Earlier experience
My career began in the classroom, teaching first grade students in Nicaragua and English to adults on weekends. From there I moved through corporate training, HR, recruitment, business development, customer experience, innovation programmes and team leadership.
Returned to cover a colleague’s maternity leave, taking responsibility for enterprise accounts including Nestlé/Nespresso, Honeywell and Rolex. I coordinated coach onboarding and delivery across the Americas and EMEA, supported pipeline and programme planning, and interviewed partners to improve playbook-based delivery.
Built membership renewal and growth programs for a global creative industry organization. Increased renewals 24% through direct outreach to CMOs and Chief Creative Directors. Set up the organization’s first dedicated CRM system to manage community engagement at scale.
Helped a Toronto-based creative staffing agency expand into the US, EMEA and APAC by building relationships with agencies including Ogilvy, WPP and HUGE. Managed business development, client accounts and the full recruitment cycle for digital, design, motion and copywriting talent.
Credentials: Journalism Diploma, Sheridan College; CELTA, University of Cambridge; Mastering Business Models and Value Proposition Design, Strategyzer; Communicating for Impact, IDEO U; AI fluency and applied AI-building courses from Anthropic.
Working toolkit: ServiceNow, Salesforce, HubSpot, Qualtrics, research and survey platforms, Miro, Figma, collaboration tools, workflow automation and AI-assisted product building.
Languages: English and Spanish native; German B1.
About me
I’ve worked across education, healthcare BPO, advertising, NGOs, recruitment, innovation consulting, enterprise SaaS and now product development. The work has usually involved several teams and a mix of customer, people and operational problems.
I grew up moving between countries, languages and cultures. I’m comfortable entering an unfamiliar environment, asking questions and listening before pretending to have the answer.
Español · Native | English · Native | Deutsch · B2
Explore the geography ↓
Born here in 1984. My father’s first posting with the Inter-American Development Bank. I left before I could remember it. Peru is something I carry as identity rather than memory.
Four years of Caribbean childhood. Blackouts, barbecues, and the sound of ceiling fans dying when the power cut for 10 hours every day. The Dominicans taught me very early that happiness doesn’t wait for the right conditions to appear.
I was five when we arrived. At nine, I witnessed my first coup d’état from our window as Hugo Chávez stormed the capital. I heard the explosions in the distance, and understood for the first time that the world outside could go sideways without any warning. I also experienced my first express kidnapping, with my mom, and luckily they just wanted the car with its diplomatic license plates, which in retrospect seems almost reasonable. Venezuela reinforced the lesson to live in the present moment.
Buenos Aires had a European gravity unlike anywhere else I had been in Latin America. Two years here, ages nine to eleven. My love for football and prime cut meats grew substantially. I also learned to dance Tango in school, though if you asked me to do that today, someone would probably lose an eye.
Four years in Nassau. Sun, reef, conch fritters, and the kind of freedom that only small islands give. I learned to snorkel, coached U10 football - British football, mind you - at Fort Charlotte, and experienced my first Category 4 hurricane, Floyd, in 1999. This was the last move we made as diplomats, my father’s final posting before he passed away in Nassau. Nassau holds a lot.
For the first time, the country on my passport matched the one outside the window. My father’s birthplace. We lasted two years, until my mother started missing Nicaragua, and missing it was reason enough to move us again.
One year in Managua, just long enough to finish high school at the American Nicaraguan School. What stayed with me was the warmth: the scorching heat of the city, and the warmth of locals who would welcome you into their home after meeting just once. After a childhood of short stays, I knew how rare that was.
The first place I stopped following the family itinerary and chose for myself. I had been writing since I was ten, philosophy, poems, the occasional terrible lyric, and taught myself guitar somewhere along the way. Journalism at Sheridan College in Oakville felt like the natural next step, even if I knew I would never actually become a journalist. What I really wanted was a skill that could travel. CELTA and TESL gave me that. I left knowing how to teach English to adults and headed back to Nicaragua.
Six years back, this time with purpose. I started in the classroom, first grade during the week, adults on weekends, and quickly learned that a teacher’s salary in Nicaragua is not built for ambition. After two years I joined a new call centre and gave myself twelve months to get promoted. It took six. I moved into Training and HR, and spent the next four years building recruiting capabilities during extreme growth, 22 people when I arrived, 200 when I left. My mother’s home country became the place I learned what leadership and hard work actually look like.
Panama City had energy, but the bureaucracy had other ideas. You needed paperwork to get a job, and a job to get the paperwork. Schrödinger’s employment. Panama never became home. After a year, I went back to Costa Rica.
I came back to finally discover the country properly, one region at a time, every weekend somewhere new. Paradise on an installment plan. Then I met my future Austrian wife at a beach hostel. She had come to save the turtles. She ended up saving me instead. The year after we met, I moved to Austria.
I moved to Austria, and Vienna became the first place I chose to stay, in a country I now call home. I joined Strategyzer here, working with Fortune 500 teams on innovation across Europe, then moved to ServiceNow to lead technical training across EMEA. After a childhood of constant moving around the world, I found a place to call home.
We moved to Gmunden in 2021 when our second daughter was born. It’s the quietest, most majestic place I’ve ever lived in. Like Valhalla, but with tourists. I kept running ServiceNow’s EMEA training from here, and now it’s where I’m building Senseeing.
Liana Garcia · Director, Global People Operations · Almori BPO ServicesLuis’s role: HR, Recruitment & Training Development · Almori BPO ServicesLuis always provided key insights on crucial people management issues and strategic guidance. His strength in people management makes him a great asset. You want him on your team.
Available · Senior customer operations and CX leadership · EU-wide
I lead teams, solve delivery problems and turn customer and employee insight into systems people can use.
English and Spanish native · German B1 · Austrian residence and work permit
