Her Story
About Ana Lilia
Customer Experience (CX) and Voice of Customer (VoC) leader with 15+ years of experience designing, managing, and optimizing enterprise listening programs across telecommunications, banking, and healthcare. Deep expertise in survey design, feedback collection, text analytics, statistical analysis, dashboard development, executive reporting, and closed-loop action planning. Experienced with Qualtrics, Medallia, NPS, CSAT, CES, transactional surveys, unsolicited feedback, customer journey measurement, and conversational analytics.
In my current healthcare role, I help business leaders understand consumer needs by identifying the key drivers of customer satisfaction and dissatisfaction. I analyze feedback from surveys, focus groups, social media, and conversation transcripts, leveraging text analytics and quantitative methodologies to uncover actionable insights. These insights are translated into dashboards, reports, and recommendations that help leaders prioritize initiatives, improve customer experiences, and track the impact of actions on business and customer metrics.
A core strength of my career has been building strong partnerships across organizations. I collaborate with stakeholders at all levels, from frontline teams to directors, vice presidents, and executive leaders, adapting to diverse priorities and business objectives. By working closely with product, marketing, IT, operations, and customer support teams, I help translate customer feedback into meaningful actions that improve operational performance and end-to-end customer experiences.
Throughout my career, I have successfully managed multiple listening programs, stakeholder requests, reporting workflows, and strategic communications within complex organizations. My strong business acumen enables me to connect customer insights to organizational goals, including growth, customer retention, operational efficiency, reimbursement, and financial performance.
My educational background includes a Master’s degree, an MBA, and a Bachelor’s degree in Business with a specialization in Finance from the Universidad Nacional Autónoma de México (UNAM), one of Mexico’s most prestigious and competitive public universities. This foundation has equipped me with a broad understanding of business strategy and financial drivers, allowing me to engage effectively with cross-functional teams and align customer experience initiatives with broader organizational objectives.
Her Interview
Ten minutes with Ana Lilia
01What’s the best career advice you’ve ever received?
One of the best pieces of career advice I’ve received is that there is rarely only one right answer to a problem. In most situations, there are several possible solutions, and your job is to choose the one that makes the most sense based on the information available at the time.
It’s important to make the best decision you can with the knowledge you have, while recognizing that new information may emerge and the best course of action could change in the future. That’s okay. What matters is moving forward rather than getting stuck trying to find the perfect answer.
Don't fall into the trap of analysis paralysis. If you spend too much time overthinking every option, you may never make a decision at all. Be thoughtful, make the best choice you can, and be willing to adapt as circumstances evolve.
02What advice would you give to young women entering your industry?
My advice is to be proactive and well prepared. Take the time to understand what companies are looking for by reviewing job descriptions, identifying the skills, qualifications, and experiences they value, and then assessing where you stand. This helps you create a clear development plan and prioritize the areas you need to strengthen.
Whether it’s gaining practical experience, taking professional courses, earning certifications, or pursuing a master’s degree, every step can help you move closer to your goals. In my case, completing a master’s degree was very valuable. It not only helped me meet important qualifications, but also provided additional knowledge, experience, and networking opportunities that made a real difference in my career.
It’s also important to understand how companies make hiring and promotion decisions so that you can align your development with industry expectations. Finally, with the rapid growth of AI, everyone should be investing time in learning how to use AI effectively. AI skills are becoming increasingly important across industries, and being prepared to work with these technologies will be a significant advantage in the future.
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