Javier Romero

Javier Romero has been a management and IT consultant focused in the customer space since 1998, before which he worked in financial services and education. An honors graduate of Harvard University, he read both social anthropology and economics, which has given him the ability to assess businesses and organizations from both human and quantitative perspectives.

He has worked for a variety of blue-chip and SME clients in a diverse array of customer-intensive sectors: telecom, media, property, insurance, and retail. He received training at the Project Management Institute and has led a number of engagements in strategy, marketing, change management, and business process reengineering. In 2004, he helped start up a digital and strategic marketing consultancy, which he later left to focus his efforts purely on customer centricity and the customer experience.

Recent achievements include (1) the development of a new matrix for one of the United Kingdom’s largest mobile telephony providers to allow the company to view its customers’ behavior in terms of their value; (2) helping a recent client to quadruple in size over the period of one year while streamlining the client’s customer service processes, thereby enhancing the customer experience; and (3) redesigning a data management strategy for the contact centers of another of the United Kingdom’s largest mobile telephony providers to align the contact centers with the company’s customer experience strategy.

Mr. Romero hails originally from Las Vegas but has spent his adult life in Boston, Barcelona, and London. London has been his home for the past five years.

Mr. Romero is part of the Strategyn UK team and may be contacted by email.