Building environments where people and organisations genuinely thrive together.
Fifteen years across education, healthcare BPO, advertising, NGOs, recruitment, innovation consulting, enterprise SaaS, and now my own sabbatical project. The common thread is the same job: figure out where the real problem lives, and build the system that surfaces it.
When your entire childhood is change, change stops being something that happens to you. It turns into a blessing in disguise: a new opportunity to adapt and empower, once you find the right angle.
Español · Native | English · Native | Deutsch · B1
My life's geography
The Long Way Around
01 · Peru · Born here
Lima
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.
02 · Dominican Republic · Early years
Santo Domingo
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.
03 · Venezuela · Formative years
Caracas
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.
04 · Argentina · South America
Buenos Aires
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.
05 · Bahamas · Island life
Nassau
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.
07 · Nicaragua · 2002 to 2003
Managua
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.
08 · Canada · 2003 to 2005
Ontario
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.
09 · Nicaragua · 2005 to 2011
Back with purpose
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.
10 · Panama · 2011 to 2012
Panama City
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.
12 · Austria · 2014 to 2021
Vienna
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.
13 · Gmunden · 2021 to present
Valhalla, with tourists
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.
Professional experience
Experience
Closing the distance between what leadership assumes and what teams experience.
21years of work experience
15years in customer-facing roles or supporting them
13years leading teams and the people in them
7years recruiting exceptional talent
7years in innovation and design thinking
My career began in the classroom teaching first grade students in Nicaragua and ESL to adults on weekends. Then I moved into corporate training, HR, recruitment, business development, customer experience, innovation programs, and team leadership. Different roles, different countries, same habit: listen carefully, understand the work, and help people make it better.
Sabbatical · Gmunden · October 2025 to present
What I'm building now
Since October 2025, I've taken a deliberate pause from full-time work to sharpen my AI skills, hands-on.
During this time, I've been turning a team-listening and prioritization method shaped through years of leadership work into Senseeing. I built it to help managers understand a new team faster, bring frontline knowledge into decisions, and turn scattered observations into practical priorities. The method worked, but running interviews, check-ins, synthesis, and follow-up by hand took too much time. Senseeing is my attempt to make that process easier to run without losing the human judgment at its center.
Building Senseeing has been my way of learning AI through practice, while working on a problem I care deeply about. Managers need a clearer picture of what is happening in their teams, and people need a meaningful voice in the decisions that affect their work. Senseeing brings that knowledge together, helping leaders move faster while keeping judgment where it belongs: with people.
“In two days, Luis helped us approach our business development challenges from diverse angles using a combination of different methodologies. The workshop was just brilliant, a real game-changer.”Andreas Salentinig · Founder, Ubicube
Strategyzer AG · Zürich · May to October 2025
Independent Consultant
Briefly returned to Strategyzer AG to support the team during a maternity-leave absence. I managed enterprise client relationships for Nestlé/Nespresso, Honeywell, and Rolex, plus coach coordination across EMEA and APAC, for five months until the new team was in place.
5+years at ServiceNow
15technical trainers led
EMEAdistributed team leadership
EMEA training teamTraining leadership team
ServiceNow · Vienna · August 2019 to April 2025
Training Delivery Manager
For almost six years, I managed a distributed team of 15 technical trainers across EMEA at ServiceNow. My focus was practical: support the team, understand what trainers and customers were experiencing, and turn that evidence into clearer priorities. Together, we improved how we planned, shared feedback, and developed capability across the team.
WHY.
The number told us what. The team helped us understand why.
At ServiceNow, I learned to pair performance data with conversations, observation, and the experience of the people doing the work.
01 · DataWhat was happening.
02 · PeopleWhat was making the work harder.
03 · PatternWhat kept repeating across both.
04 · ActionWhat we could improve together.
My role was to listen, connect the evidence, and help the team choose practical improvements.
“I can say without hesitation he is the most exceptional leader I have ever had the privilege of working with. His leadership skills and approach to people management are truly unparalleled, a gold standard for integrity, empathy, and vision.”Wael Tarhouni · Direct report, 3.5 years
“For around six years, I had the pleasure of working with Luis. He consistently demonstrated professionalism, strong communication skills, and a genuine commitment to teamwork. Luis is dependable, thoughtful, and brings warmth and insight to any team he's part of.”Gurdeep Hunjan · Colleague, 6 years
Built the customer success function for an innovation consulting firm working with Fortune 500 companies. Managed C-level relationships with Bayer, Rolls Royce, Nestlé, Roche, and Thales across EMEA and APAC. Designed and ran dozens of innovation workshops for groups of 200 to 800 participants. A defining three-year partnership was Bayer's Catalyst Fund: 400 proposals → 74 funded → 29 advanced → 5 launched, with Bayer projecting up to €1B in annual revenue from the final five businesses. Also built Strategyzer's OKR reporting framework from scratch.
Strategyzer team · Lisbon
Bayer Catalyst Fund · The portfolio
€1Bprojected.
Bayer projected up to €1 billion in annual revenue from the five businesses launched through the Catalyst Fund. My work was helping the three-year partnership hold together: managing executive relationships, onboarding stakeholders, coordinating the moving parts, and keeping every stage connected to the outcome.
400proposals explored
29advanced after testing
5businesses launched
In their words
“One of his most significant achievements was leading our three-year innovation partnership with Bayer AG, where he managed the executive stakeholder relationships, complex project management, and strategic onboarding processes. If you need someone to scale complex products or teams while building partnerships that last, I wholeheartedly recommend Luis.”Alex Osterwalder · CEO and creator of the Business Model Canvas
“Luis is a rare breed. He is the kind of person you can count on, a professional at everything he does and a friend that makes you feel he has your back. His proactive nature and sheer joy and passion in whatever he undertakes makes it fun for everyone who works with him.”Paris Thomas · Founder, Rapid Visual AI · Teaches at LBS & IMD
“Luis is the best relationship and account management professional I know. Extremely good at building genuine relationships and working at different levels of the organization to craft and deliver complex engagements. I trust him blindly, and vouch for him wholeheartedly.”Gregory Bernarda · Founder, Upruption · Co-author, Value Proposition Design
“I called him 'Lightning Luis' because he was quick to respond to all my requests and adapt quickly to changing project demands. He was exceptional at managing the group, bringing coaches together and delivering from an operational perspective. Most of all, I appreciated the friendship we developed through our work together.”Shamira Miller · Innovation program colleague
“It's rare that you come across a relationship builder like Luis. He went beyond the scope of his role: introduced OKR training, improved customer operations, and built a coaching network. With his positive and can-do attitude, working with Luis is fun, productive, and always inspiring.”Franziska Beeler · Collaboration partner, 3 years
“Working with Luis was a real pleasure. I was his client for three years at Strategyzer. He is hands-on, delivers great results, and has a proactive approach. He always adapted to new situations and defined great solutions. Whoever gets to work with him is lucky.”Henning Trill · Former CIO, Bayer AG
“Luis was instrumental in laying the foundation for a strategic partnership between Strategyzer and PwC that is still running strong. A problem solver and solutions designer who brings genuine friendship to every engagement.”Fernando Yépez, PhD · Director, Strategy & Transformation, PwC
“Luis is such a great person to collaborate with. He put clients first, resulting in strong relationships built on trust. He also led the creation of our internal OKR process to increase alignment across the entire team. For all the value you contributed, thank you, Luis.”Jonas Baer · Senior colleague at Strategyzer
01 / 07
24%membership renewal increaseADC New York · 2014
Art Directors Club · New York · June 2014 to November 2015
External Community Relations Manager
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.
“It was an absolute pleasure to work with Luis. His professionalism, commitment, and genuine care for people made every interaction remarkable.”Olga Grisaitis · Director of Operations, Art Directors Club
US /EMEA /APAC
Creative Niche / Ihaveanidea · 2012 to 2014
Client Services Manager
Drove business development for a creative staffing agency, HQ Toronto, expanding it into new markets, US, EMEA, and APAC, by building direct relationships with the world's best agencies. Secured partnerships with Ogilvy, WPP, and HUGE, placing accounts and creative talent: top-tier digital freelancers, motion designers, senior designers, and copywriters. Managed full recruitment lifecycle.
“Luis was a valuable addition without reservation. His drive to succeed and genuine care for relationships set him apart.”Sharon Alderson · Managing Director, Creative Niche
22→200
Almori BPO Services · Managua · March 2008 to December 2011
HR, Recruitment & Training Development
Led HR and training during rapid expansion from 22 to 200 employees, ensuring HIPAA compliance for US healthcare clients. Created training curriculum, employee retention and benefits programs, and built the company intranet, helping set the standard for Almori in the country as a high-growth, low-turnover BPO. Worked closely with leadership to attract international investors who set up their own call centers in Nicaragua, like Etelecare.
“Luis always delivers, on time and on budget. He managed to build up a consistently excellent culture by finding and hiring the right people. His contagious enthusiasm for his work is what I miss most.”Norman Caldera Mayorga · Colleague
“Luis 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.”Liana Garcia · Director, Global People Operations
“Luis built training documentation for all our existing programs from scratch and delivered much of it himself. His combination of HR, communication, and project leadership skills was central to our ability to grow the business.”Mr. Hess · Director of Operations, Almori BPO
Skills · Capabilities · Tools
What stays with you after fifteen years of building things in places most people only visit.
Journalism taught me to look for the real story behind what someone says out loud. Teaching taught me to notice when something had not landed. At Strategyzer, I learned to use customer interviews and experiments methodically, turning evidence into faster improvements to products and services. At ServiceNow, those habits became structured discovery: enter the room, build trust, and understand the team before trying to fix it.
The useful answer rarely sits in one metric or one interview. I compare what customers say, what teams experience, and what the work itself shows, then look for the pattern that holds across all three. That is what turns a complaint, a survey result, or a hunch into something a team can act on.
Across Almori, Strategyzer, ServiceNow, and now Senseeing, the output changed but the job stayed consistent: turn the pattern into something people can actually use.
Business Model Canvas, Value Proposition Design, Jobs-to-be-Done, Lean Startup, Design Thinking
Collaboration
Miro, Mural, Figma, Canva, Slack, MS Teams, Notion, Wrike, Zoom, Google Workspace
Languages
EnglishNative
SpanishNative
GermanB1
“One of his most significant achievements was leading our 3-year innovation partnership with Bayer AG, where he managed the executive stakeholder relationships, complex project management, and strategic onboarding processes. If you need someone to scale complex products or teams while building partnerships that last, I wholeheartedly recommend Luis.”Alex Osterwalder · CEO & Creator of the Business Model Canvas
Available · Senior CX Leader · EU-wide
Let's connect.
Fifteen years in customer-facing leadership. Strategyzer-certified. Ready for the next chapter.
Photo: Jpczcaya · CC BY-SA 4.0 ↗
