Senior Manager, Uber Japan
Customer Experience · Conversational AI · Leadership
The Economist
Spanish Chamber
The European
Japan Market
Women in
University
Hireplanner Born in Spain, I have lived and worked across Europe and Asia — Scotland, Ireland, and China — before finding my home in Japan, where I have spent over eleven years building my career and life.
My work sits at the intersection of technology, human experience, and cross-cultural understanding. After roles at Fujisoft Group, Rakuten — where I led the Customer Success Group of the Conversational AI Experiences Department — I now serve as Senior Manager at Uber Japan, shaping the future of customer experience in one of the world's most demanding markets.
Beyond my corporate career, I speak at international conferences, teach in executive programs like JMEC Japan and universities like the University of Alicante, coach professionals to grow in their careers, and write about tech, the future of CX, and the ideas connecting Japan and the West.
I also practice Karate in Japan, where I have trained for over six years. The discipline has taught me that true mastery is never rushed — that consistency, humility, and respect for the process are what separate those who improve from those who plateau. Lessons I carry into everything I do.
2025 — Present
Senior Manager, Customer Experience
2021 — 2025
Group Manager, Conversational AI Experiences
2014 — 2021
Senior Business Developer
2013 — 2014
MSc International Management · Trinity Business School, Dublin
2013
Shanghai Government Scholarship · Chinese Language Studies
2012 — 2013
Exchange Programme · Edinburgh, Scotland
2008 — 2012
BA Business Management · Alicante, Spain
Regularly invited to speak at international conferences on how to apply the art of Japanese customer service (Omotenashi) to improve companies' CX strategies and customer service operations.
If you would like to discuss a potential speaking engagement, feel free to reach out at:
ferrandez.d.cx@gmail.com Conference · Speaker
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A newsletter on Japan, customer service, conversational AI, and the ideas that connect East and West — written for curious minds who care about how business actually works.
AI agents are reshaping customer service — but are companies deploying them out of genuine need or fear of missing out? This article cuts through the hype to help CX leaders make smarter decisions.
Read →
Can AI truly replicate the warmth that defines great customer service, or does it risk making interactions feel hollow? A deep dive into what it takes to build CX that genuinely delights.
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Multilingual AI is table stakes — but speaking a language is not the same as communicating like a local. This piece explores the cultural and linguistic gaps that still trip up global CX teams.
Read →A deep exploration of what makes Japanese customer service the global gold standard — and how its principles can be understood, adapted, and applied by businesses and leaders around the world.
Drawing from twelve years inside Japan's most demanding corporate environments, this book bridges the philosophy of omotenashi with the practical demands of modern CX strategy, conversational AI, and global leadership.
Here's how we can work together
Strategic consulting for companies looking to build, improve, or scale their CX. From audits and diagnostics to roadmaps and hands-on execution — with a lens shaped by 11+ years in Japan's most demanding markets.
Get in touch1:1 coaching for CX and tech professionals looking to grow, transition into leadership, or navigate international careers. Clarity, strategy, and honest accountability.
Get in touchAvailable for conferences, corporate events, executive programmes, and universities. Topics span customer experience, conversational AI, leadership, and Japan.
Check availabilityFollow my thinking on customer experience, AI, leadership, and life at the intersection of Japan and the West.
View LinkedIn ProfileWhether you're interested in speaking engagements, collaborations, teaching opportunities, or simply want to exchange ideas — I'd love to hear from you.
ferrandez.d.cx@gmail.com