Laura Vildosola

I am a Product, Operations and Customer Experience professional with over 20 years of international experience across financial services, education and customer-focused environments. My background combines product operations, KPI reporting, process improvement, customer journey optimisation, stakeholder management and cross-functional delivery. I have worked closely with Product, Operations, Technology, Marketing, Legal, Compliance, Analytics and external partners to improve product performance, streamline workflows and turn customer and business insights into practical action. I am analytical, organised and calm under pressure, with strong English-Spanish communication skills and experience managing multiple initiatives across international teams. Key achievements include contributing to 13% year-on-year portfolio growth in personal loans at Barclays, leading the operational launch of Cuenta sin Nómina at ING España, supporting customer retention initiatives at Citi that achieved 42% retention, and implementing service improvements that reduced avoidable calls by 50%. I am highly customer-centric and believe strong operations and product performance should always translate into a better customer experience. I am now looking for a fully remote role in Product Operations, Operations Management, Customer Operations, Customer Experience or Product Performance, where I can help teams improve efficiency, make data-driven decisions and deliver smoother customer journeys.