Carmen Goytre Castro

Carmen Goytre advises companies in the design and improvement of customer-centric services. Her interest is in examining the impact that trends such as the sharing economy, open innovation, and new technologies have on the customer experience. Goytre’s recent publications highlight the contributions of crowdfunding as a disruptive model that originated at the intersection of crowdsourcing, fintechs, and consumers as co-creators.

Goytre has worked in a variety of roles for a number of national and international companies. She is currently Partner at Rivergo Advisors, a firm that counsels companies on the innovation of their organizations and services. Prior to this, she served in a number of positions at Bank of America including Vice President, HR Manager of Real Estate, Marketing Manager of Customer Loyalty and Insurance, and Client Services and Sales Director. She has also been Director of Remote Banking and Quality and Customer Service at Banco Santander, and Head of Marketing and Assistant Product Manager at Procter & Gamble.

Goytre has extensive experience in the process, improvement, quality, innovation, and transformation fields using Lean, EFQM, and ISO 9000 models in the financial and consumer goods industries. She leads projects primarily in the customer contact sector, both in digital channels as well as presential. Other areas where she has implemented projects are mergers and acquisitions, strategic business transformation, credit, customer loyalty, and delinquency.

As an educator, Goytre has served as Professor of Quality Management and Professor of Postgraduate Programs at the Universidad Pontificia de Comillas. She has been a professor of a number of courses across different schools at IE University in Madrid since 2010. She earned her Business degree from the Universidad Pontificia de Comillas, her MBA from the Massachusetts Institute of Technology, and her PhD from the Universidad Pontificia de Comillas.

CORPORATE EXPERIENCE

• Partner, Rivergo Advisors, 2013 – Present

• Vice President, Bank of America, 2007 – 2013

• Director Human Resources, Facilities and Security, Bank of America, 2005 – 2006

• Director Customer Loyalty and Insurance, Bank of America, 2004

• Director Sales and Customer Service, Bank of America, 2002 – 2003

• Director of Remote Banking and Quality & Customer Service, Banco Santander, 1990 – 2002

• Marketing Director, Deoleo SA, 1986 – 1990

• Assistant Product Manager, Procter & Gamble, 1985 – 1986

ACADEMIC EXPERIENCE

• Adjunt Professor, School of Architecture and Design, IE University, 2011 – Present

• Professor of postgraduate programs, ICADE – Universidad Pontificia de Comillas, Madrid, 2007 – Present

ACADEMIC BACKGROUND

• Ph.D. Universidad Pontificia de Comillas, Madrid

• MBA, Massachusetts Institute of Technology (MIT) Sloan School of Management, Boston, US.

• BA in Business, Universidad Pontificia Comillas (ICADE), Madrid