Carmen holds a degree in Physics from the Universidad Complutense, and an Executive MBA from the IE Business School. From early in her career she gained broad experience working in consultancy where she lead several projects in European telecommunications companies.She joined Vodafone Spain in 2002 where she has been responsible for outsourcing & offshoring, and upselling & crossing in Spain and after she worked in Vodafone headquarter, defining the group’s customer management strategy.She has undertaken the functions of Head of Customer Management, responsible for segmentation and attention model. Carmen has also been involved in the Group’s Comercial Operations leading efficiency initiatives for the fourteen European affiliates of Vodafone. She has been Director of Customer Care and Commmercial Operations Support areas , and has become since the last year, Customer Experience Director at Vodafone Spain