IsraelSanchez
Digital experience and transformation leader, formerly Head of Digital Customer Experience at Schneider Electric.
From 2003 to 2026 at Schneider Electric, working out of Mexico City, Grenoble, and Rhode Island, my job was the company’s public web. At its largest that meant se.com: more than 170 websites, 5 brands, 47 languages, and about 100M visits a year.
Twenty-five points of satisfaction, earned one journey at a time
Net Satisfaction Score runs from -100 to +100. On se.com it stood at 5 in 2019. My team mapped what customers were trying to get done, followed them through the top journeys, and fixed the causes behind the places where they dropped off. By 2022 the score was 30.
Only the 2019 and 2022 readings are shown. Both are measured values; nothing between them is plotted.
Map the jobs-to-be-done
Start from the tasks customers came to se.com to finish, across products, brands, and countries.
Trace the top journeys
Follow those tasks through the busiest customer journeys and mark exactly where people dropped off.
Fix the cause
Repair what sat behind each drop-off. Some fixes were plain ones, like product manuals that were hard to find.
Digital experiences customers can actually use
Much of my career has been about turning a scattered web into one that works as a single system, then making that system worth using. In Grenoble that meant folding about 40 country web technologies, and later 104 acquired companies’ websites, into one platform. In Rhode Island it meant choosing the CMS, designing the single-source content model, and moving more than 170 websites onto it with zero critical post-launch defects.
Most recently, as Head of Digital Customer Experience for Strategic Projects, I owned $700K of a $5M enterprise MarTech rollout, grew digital leads 10% in targeted segments with journey-stage AI personalization, and controlled a $1.5M digital and agency budget. Spanish and English are both native languages for me, and I work in French.
The stack behind personalization
A $5M enterprise rollout, 2023 to 2026, with $700K of it mine to deliver. It made omnichannel journey tracking possible for the first time.
Digital experience and CX
Customer journey mapping, jobs-to-be-done, Voice of Customer measurement, and personalization judged by satisfaction and lead metrics.
Digital transformation
Platform consolidation, M&A web integration, and moving web teams in more than 70 countries from waterfall to agile, with releases going from monthly to two-week sprints.
Program leadership
A 170-site CMS migration with zero critical post-launch defects, and a $500K eCommerce migration of more than 70 websites and a 200K-SKU catalog, on time and in scope. PMP, PMI-ACP, and CSPO certified.
Governance across business units
One roadmap for marketing, engineering, UX, legal, SEO, and analytics. Unifying governance across four or more business units cut initiative turnaround from 10 business days to 8.
Global collaboration
Two decades leading distributed project managers, agencies, and technical teams across the US, France, Mexico, and more than 20 campaign markets.
2003 to 2026 at Schneider Electric
One employer, three countries, and a steady climb from project leader to head of the public web. Open any role for the detail.
Worldwide digital initiatives with C-suite visibility, a $1.5M budget, and a multi-country team of project managers.
- Grew digital leads 10% in targeted segments across key global markets with AI personalization that served content by journey stage.
- Owned $700K of a $5M MarTech rollout (SDL CMS, Tealium CDP, PIM, Salesforce Marketing Cloud) built for personalization.
- Enabled omnichannel customer journey tracking across web, email, and text for the first time on the new stack.
- Cut campaign delivery from 5 days to 4 by streamlining review for an $800K agency program in more than 20 countries.
- Cut initiative turnaround from 10 business days to 8 by unifying governance across four or more business units.
Led se.com and served as product owner for the SDL enterprise CMS, with a 20-FTE technical team and a $1M implementation budget.
- Lifted Net Satisfaction Score from 5 to 30 (scale -100 to +100) on se.com between 2019 and 2022.
- Mapped jobs-to-be-done and top customer journeys, then fixed drop-off points such as hard-to-find manuals.
- Led the public web: more than 170 websites, 5 brands, 47 languages, and about 100M visits a year.
- Launched the B2C digital experience for the home energy (Prosumer) market, opening a new revenue channel.
- Cut misalignment delays 20% with one personalization roadmap across marketing, UX, legal, SEO, and analytics.
- Moved web teams in more than 70 countries from waterfall to agile, cutting releases from monthly to two-week sprints.
- Directed globally distributed project managers delivering C-suite-sponsored initiatives on time and on budget.
Business product owner for the Product Information Management (PIM) system and global product data.
- Migrated more than 70 websites and the full 200K-SKU catalog to a new eCommerce platform through API middleware.
- Delivered the $500K migration on time and in scope, keeping traffic and NSS steady through cutover.
- Protected organic search rankings through the SEO transition for a site network with about 100M visits a year.
Moved more than 170 websites onto a new CMS with single-source content.
- Delivered the CMS migration on schedule with zero critical post-launch defects, reporting to executive leaders.
- Cut time-to-publish and standardized translation flows on the single-source content system.
Led company-wide CMS selection and technical integration assessments for a new global digital platform.
- Designed the single-source content model that cut content duplication and localization overhead.
Owned a web budget of more than €1M, folding APC, Pelco, and other acquired brands into one Schneider web presence.
- Led a department of project managers, developers, business analysts, and QA testers on global web projects.
- Reported program status to C-level stakeholders while running waterfall and agile web projects in parallel.
Moved 104 acquired companies’ websites into one global web presence.
- Consolidated about 40 independent country web technologies, processes, and teams onto one global platform.
- Managed a remote team of project managers and led change management for the former brand web teams.
Led the €500K migration of Latin American websites onto the global web platform.
- Assessed the technology each country had bought and moved it onto shared global solutions.
Built online product selectors and pricing rules for custom-engineered products.
- Coded the commercial and manufacturing rules that generated prices, cost estimates, and bills of materials for each product option.
Credentials
Education
- Master in Information Technology ManagementTecnológico de Monterrey (ITESM), Mexico City
- Certificate Program, AI Business StrategyJohns Hopkins University, Whiting School of Engineering, 2026
- Bachelor of Science, Computer ScienceBenemérita Universidad Autónoma de Puebla
- Project Management ProgramBryant University, Executive Development Center
Certifications
- Project Management ProfessionalPMP
- PMI Agile Certified PractitionerPMI-ACP
- Certified Scrum Product OwnerCSPO
Languages and teaching
- SpanishNative
- EnglishNative
- FrenchLimited working proficiency
- Professor, IT managementUniversidad del Valle de México, master’s and MBA courses, 2004 to 2006
Let’s talk about your customer’s next journey.
Open to Director-level roles in digital experience, digital transformation, and program leadership. Based in Rhode Island, open to remote roles across the US and to relocating within Florida.
- Director of Digital Experience
- Head of Digital Customer Experience
- Director of Digital Transformation
- Program Director
- Director of Web Strategy