BBVA is leading the digital transformation in banking in several countries in Europe and America, I work for the customer solutions department at the Headquarters in Madrid, Spain, where we coordinate the initiatives from every country of the group in order to offer great experiences that are revolutionizing the way how people understand and interact with their finances. BBVA inaugurated an AI Factory a few months a go, where data scientists, architects, engineers, business analysts and designers work together to ideate products and services to provide better opportunities to our clients based on data. At BBVA we are offering advice, servicing, digital sales and help trough our chatbots in Mexico, Spain, Colombia, Turkey and Argentina, through internal and external channels.
Experience Design Lead for Smart Assistance, BBVA
Julian is responsible for the end to end experience design of the Global Smart Assistance Ecosystem at BBVA, there he leads UX teams from several countries across the globe in order to define, design and implement the interaction between the bank and its customers through the chatbots in the BBVA’s mobile app (named the #1 banking app in the world by Forrester) and external channels such as WhatsApp, Alexa and Google Assistant. Julian holds the Artificial Intelligence: Implications for Business Strategy certificate from the MIT Sloan School of Management. With 8 years of experience in the CX field, his work has been awarded and exhibited in several places around the world, such as ARS Electronica Festival in Austria, Afsnit I Denmark and Etopia Center in Spain. Julian worked as researcher and UX specialist at Insitum (The leading innovation consultancy in Latin America), there he has led projects in Mexico, Argentina, Brazil and the US for clients such as Facebook, PayPal and Mondelez, just to name a few. Julian studied Industrial Design at UNAM, Mexico and an Interaction Design course at H.I.T., Israel.