Luis Oreamuno | Customer Operations, CX & Team Leadership

Luis Oreamuno / From understanding to action

Turn what we learn into something that makes the work better.

ServiceNow · Team leadership15 trainers across EMEALeading people and training delivery.Strategyzer / Bayer · Programme delivery5 businesses launchedProgramme delivery across 400 proposals.Almori · People operations22 → 200 employeesBuilding people systems through growth.

Professional experience

Selected work.

Selected work from ServiceNow, Strategyzer, and Almori BPO Services.

Team leadership and service delivery

Training Delivery Manager · EMEA
2019 to 2025

Leading training delivery across EMEA.

For almost six years, I led training delivery across EMEA, managing 15 remote technical trainers and coordinating quality across a wider partner network. My responsibilities included day-to-day delivery, team leadership, partner quality and customer escalations. I worked closely with trainers, customers, curriculum and operations to keep delivery moving across a complex region.

More about the work

When strong satisfaction scores did not match what participation data was showing, I led a wider investigation using operational data, interviews and frontline experience. That work produced a fairer global evaluation framework for roughly 70 to 80 trainers, a clearer skills and career matrix, and a new feedback loop between trainers and curriculum developers. The same diagnostic approach was later extended across Sales, Operations and Content.

Luis with the ServiceNow EMEA training team — Training delivery · EMEA15 trainers.
People leadership, partner quality, customer escalations and operational delivery across one of ServiceNow’s most varied regions.

15EMEA trainersDistributed team leadership and partner-delivered quality.

70–80Trainers, approximatelyRedesigned evaluation across the global team and partner network.

GrowthPeople systemsSkills, progression and feedback systems, extended across functions.

Recommendations

I can say without hesitation he is the most exceptional leader I have ever had the privilege of working with. His leadership skills and approach to people management are truly unparalleled, a gold standard for integrity, empathy, and vision.Wael TarhouniCertified Technical Architect · ServiceNow
Luis’s manager / direct report relationship for 3.5 years

For around six years, I had the pleasure of working with Luis. He consistently demonstrated professionalism, strong communication skills, and a genuine commitment to teamwork. Luis is dependable, thoughtful, and brings warmth and insight to any team he's part of.Gurdeep HunjanSenior Manager · ServiceNow
Colleague for 6 years

In all capacities Luis was a model employee, got excellent performance reviews, and would be an asset to any organization.Douglas MilliganSenior Director, Global Training Delivery · ServiceNow
Luis’s direct manager

Read from

Enterprise programmes and client operations

Lead Customer Experience Manager
2016 to 2019 · Returned in 2025

Holding the client relationship, programme and delivery network together.

I built Strategyzer’s customer success function and managed the operating layer behind complex Fortune 500 innovation programmes across EMEA and APAC. The role combined executive relationships, stakeholder onboarding, programme management, coach coordination, workshops and ongoing client support for organisations including Bayer, Rolls-Royce, Nestlé, Roche and Thales.

More about the work

The largest engagement was Bayer’s three-year Catalyst Fund. I managed the partnership and delivery system that helped take 400 proposals through funding, testing and launch. Five businesses reached market, with Bayer projecting up to €1B in annual revenue from the final portfolio. I also built Strategyzer’s company-wide OKR reporting framework from scratch.

Luis with the Strategyzer team in Lisbon — With the Strategyzer team in Lisbon.

Bayer Catalyst Fund · Three-year programme€1B projected.

Bayer’s projection for the five businesses launched through the programme. My role was helping the partnership hold together: executive relationships, stakeholder onboarding, programme coordination, progress reviews and the global coach network.

400proposals explored

74funded for testing

29advanced

5businesses launched

Recommendations

One of his most significant achievements was leading our three-year innovation partnership with Bayer AG, where he managed the executive stakeholder relationships, complex project management, and strategic onboarding processes. If you need someone to scale complex products or teams while building partnerships that last, I wholeheartedly recommend Luis.Alex OsterwalderCEO & Creator of the Business Model Canvas · Strategyzer
Luis’s role: Lead Customer Experience Manager

Luis is a rare breed. He is the kind of person you can count on, a professional at everything he does and a friend that makes you feel he has your back. His proactive nature and sheer joy and passion in whatever he undertakes makes it fun for everyone who works with him.Paris ThomasFounder, Rapid Visual AI · Strategyzer programme partner
Worked with Luis on client programmes

Luis is the best relationship and account management professional I know. Extremely good at building genuine relationships and working at different levels of the organization to craft and deliver complex engagements. I trust him blindly, and vouch for him wholeheartedly.Gregory BernardaFounder, Upruption · Strategyzer colleague and co-author
Worked with Luis at Strategyzer

I called him “Lightning Luis” because he was quick to respond to all my requests and adapt quickly to changing project demands. He was exceptional at managing the group, bringing coaches together and delivering from an operational perspective.Shamira MillerInnovation Programme Colleague · Strategyzer
Colleague for 3 years

It's rare that you come across a relationship builder like Luis. He went beyond the scope of his role: introduced OKR training, improved customer operations, and built a coaching network. With his positive and can-do attitude, working with Luis is fun, productive, and always inspiring.Franziska BeelerEdTech Product Design & Development · Strategyzer partner
Collaboration partner for 3 years

Working with Luis was a real pleasure. I was his client for three years at Strategyzer. He is hands-on, delivers great results, and has a proactive approach. He always adapted to new situations and defined great solutions. Whoever gets to work with him is lucky.Henning TrillFormer CIO · Bayer AG
Enterprise client for 3 years

Luis was instrumental in laying the foundation for a strategic partnership between Strategyzer and PwC that is still running strong. A problem solver and solutions designer who brings genuine friendship to every engagement.Fernando Yépez, PhDDirector, Strategy & Transformation · PwC
Strategic partner

Luis is such a great person to collaborate with. He put clients first, resulting in strong relationships built on trust. He also led the creation of our internal OKR process to increase alignment across the entire team.Jonas BaerCFO as a Service · Strategyzer senior colleague
Worked with Luis at Strategyzer

In two days, Luis helped us approach our business development challenges from diverse angles using a combination of different methodologies. The workshop was just brilliant, a real game-changer.Andreas SalentinigFounder · Ubicube
Independent consulting client of Luis through Strategyzer

Read from

Earlier foundations

HR, recruitment and training development
2008 to 2011

Building the people operation while the company grew.

I joined when Almori had 22 employees and helped build the people infrastructure it needed to reach 200. I led recruitment, HR and training; created onboarding and client-specific curricula; introduced benefits and retention programmes; supported HIPAA-compliant healthcare delivery; and built the company intranet.

More about the work

I also worked with leadership on client and investor relationships as international operators explored setting up their own service centres in Nicaragua. That experience showed me how directly recruitment, training and internal systems affect customer delivery.

People, systems and delivery

Building the foundations for a growing team.

22–200EmployeesPeople infrastructure built through a period of rapid growth.

PeopleSystemsRecruitment, training, retention, benefits and HR operations.

ClientsDeliveryHealthcare operations, HIPAA compliance and investor support.

Recommendations

Luis always provided key insights on crucial people management issues and strategic guidance. His strength in people management makes him a great asset. You want him on your team.Liana GarciaDirector, Global People Operations · Almori BPO Services
Worked with Luis at Almori

Luis always delivers, on time and on budget. He managed to build up a consistently excellent culture by finding and hiring the right people. His contagious enthusiasm for his work is what I miss most.Norman Caldera MayorgaProcess Improvement & Project Management · Almori BPO Services
Worked with Luis at Almori

Luis built training documentation for all our existing programs from scratch and delivered much of it himself. His combination of HR, communication, and project leadership skills was central to our ability to grow the business.Michael HessDirector of Operations · Almori BPO Services
Worked with Luis at Almori

Read from

The thread through the work

The way I work.

Listen

Ask enough questions to understand what people are actually experiencing.

Journalism taught me how to interview people, and teaching taught me to notice when something had not landed. At Strategyzer, I learned a structured approach to customer discovery: understand the job someone is trying to do, test assumptions, and use the evidence to improve the offer. I later used the same discipline with teams and customers at ServiceNow.

Find

Look beneath the symptoms to understand what is driving them, what has been missed, and where the work could improve.

I bring interviews, customer feedback and operational data together, looking for patterns, contradictions and gaps between how a process is meant to work and what actually happens. That helps identify underlying causes, uncover less obvious insights and find better ways for teams to work.

Build

Turn those insights into changes people can use, with a clear plan for putting them into practice.

That might mean a better way to evaluate and develop a team, a clearer feedback loop, or a new service or product. I work through the practical details with the people involved: what needs to change, who will do it, and how we will tell whether it is helping. Then we test, learn and adjust.

Independent product work · October 2025 to present

Things I’m building.

Since October 2025, I’ve been building working products and developing my AI skills by using them. I’m currently focused on Famili, Senseeing and Fazore.

Famili · Private family memory

Helping families keep their stories.

Famili is a private family-memory product I am testing with my own family. It helps relatives answer questions, record audio or video, add photographs, and keep memories connected to the people they belong to.

The current work is focused on making contribution feel calm and straightforward for older and less technical family members.

Famili Questions view with today’s question, Family Spotlight and ways to ask the family

Famili family feed showing photographs, audio and video memories

Senseeing · Team insight

From team knowledge to practical priorities.

Senseeing turns a leadership method I developed through years of team and customer work into a usable product. It helps managers understand a new team faster, find repeated patterns across interviews, and turn scattered observations into a ranked plan.

I designed the method, the product experience and the AI-supported analysis workflow. Managers can use frontline input in a structured way, while the decisions remain theirs.

Team brief

Cross-team pattern

Senseeing observatory mapping a team’s objectives, blockers, ideas and enablers

Team map

Response loop

Product demo · Team and organisation results

Fazore · Practical AI learning

Teaching AI through useful work.

Fazore is a practical AI-learning venture I am building with Verena. We are creating short, interactive courses that help people choose the right tool, write better briefs, understand the risks, and make useful work with AI.

Designing the learning, writing the material and building the digital experience has brought together my background in teaching, facilitation, customer experience and product work.

Fazore homepage explaining its AI training, consultancy and building offer

Fazore work section showing a bakery website project and AI learning course

Earlier experience

Earlier chapters.

My career began in the classroom, teaching first grade students in Nicaragua and English to adults on weekends. From there I moved through corporate training, HR, recruitment, business development, customer experience, innovation programmes and team leadership.

Enterprise Customer Experience ManagerStrategyzer · May to October 2025 · Fixed-term cover

Returned to cover a colleague’s maternity leave, taking responsibility for enterprise accounts including Nestlé/Nespresso, Honeywell and Rolex. I coordinated coach onboarding and delivery across the Americas and EMEA, supported pipeline and programme planning, and interviewed partners to improve playbook-based delivery.

External Community Relations ManagerArt Directors Club · New York · 2014 to 2015

Built membership renewal and growth programs for a global creative industry organization. Increased renewals 24% through direct outreach to CMOs and Chief Creative Directors. Set up the organization’s first dedicated CRM system to manage community engagement at scale.

Client Services ManagerCreative Niche · 2012 to 2014

Helped a Toronto-based creative staffing agency expand into the US, EMEA and APAC by building relationships with agencies including Ogilvy, WPP and HUGE. Managed business development, client accounts and the full recruitment cycle for digital, design, motion and copywriting talent.

Education, credentials and working toolkitTraining · Languages · Tools

Credentials: Journalism Diploma, Sheridan College; CELTA, University of Cambridge; Mastering Business Models and Value Proposition Design, Strategyzer; Communicating for Impact, IDEO U; AI fluency and applied AI-building courses from Anthropic.

Working toolkit: ServiceNow, Salesforce, HubSpot, Qualtrics, research and survey platforms, Miro, Figma, collaboration tools, workflow automation and AI-assisted product building.

Languages: English and Spanish native; German B1.

About me

A life of starting somewhere new.

I’ve worked across education, healthcare BPO, advertising, NGOs, recruitment, innovation consulting, enterprise SaaS and now product development. The work has usually involved several teams and a mix of customer, people and operational problems.

I grew up moving between countries, languages and cultures. I’m comfortable entering an unfamiliar environment, asking questions and listening before pretending to have the answer.

Español · Native | English · Native | Deutsch · B2

Places that shaped the work

Choose a place

01 · Peru · Born here

Lima

Born here in 1984. My father’s first posting with the Inter-American Development Bank. I left before I could remember it. Peru is something I carry as identity rather than memory.

03 · Venezuela · Formative years

Caracas

I was five when we arrived. At nine, I witnessed my first coup d’état from our window as Hugo Chávez stormed the capital. I heard the explosions in the distance, and understood for the first time that the world outside could go sideways without any warning. I also experienced my first express kidnapping, with my mom, and luckily they just wanted the car with its diplomatic license plates, which in retrospect seems almost reasonable. Venezuela reinforced the lesson to live in the present moment.

05 · Bahamas · Island life

Nassau

Four years in Nassau. Sun, reef, conch fritters, and the kind of freedom that only small islands give. I learned to snorkel, coached U10 football - British football, mind you - at Fort Charlotte, and experienced my first Category 4 hurricane, Floyd, in 1999. This was the last move we made as diplomats, my father’s final posting before he passed away in Nassau. Nassau holds a lot.

08 · Canada · 2003 to 2005

Toronto

The first place I stopped following the family itinerary and chose for myself. I had been writing since I was ten, philosophy, poems, the occasional terrible lyric, and taught myself guitar somewhere along the way. Journalism at Sheridan College in Oakville felt like the natural next step, even if I knew I would never actually become a journalist. What I really wanted was a skill that could travel. CELTA and TESL gave me that. I left knowing how to teach English to adults and headed back to Nicaragua.

09 · Nicaragua · 2005 to 2011

Back with purpose

Six years back, this time with purpose. I started in the classroom, first grade during the week, adults on weekends, and quickly learned that a teacher’s salary in Nicaragua is not built for ambition. After two years I joined a new call centre and gave myself twelve months to get promoted. It took six. I moved into Training and HR, and spent the next four years building recruiting capabilities during extreme growth, 22 people when I arrived, 200 when I left. My mother’s home country became the place I learned what leadership and hard work actually look like.

Available · Senior customer operations and CX leadership · EU-wide

Let’s talk.

I lead teams, solve delivery problems and turn customer and employee insight into systems people can use.

Book a call LinkedIn

Based in Gmunden, AustriaAvailable across the EU, remote or hybrid.

English and Spanish native · German B1 · Austrian residence and work permit

Luis
Oreamuno.