Lilian Loaiza Herrera in

Lilian Loaiza Herrera

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Head of Customer Experience & First Choice Program at DHL Global Forwarding
📍 Chile

Lilian Loaiza Herrera is the Head of Customer Experience & First Choice Program at DHL Global Forwarding. Her expertise lies in enhancing the customer journey through continuous improvement methodologies like Lean and Six Sigma, supported by her studies in International Business and Customer Experience.

She is passionate about environmental sustainability and community engagement, actively participating in company-led reforestation projects. Lilian also involves her family in corporate social responsibility activities, such as charity sports tournaments, demonstrating a strong commitment to social causes.

She holds an "Advisor Gold" certification in DHLs First Choice program for continuous improvement.

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Experience
16 Years
Current Role
Head of Customer Experience & First Choice Program
Job Level
Mid-senior
Location
Chile
Personality Overview

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Priorities

Topics Lilian cares about

Customer Experience Strategy
Her career at DHL is centered on improving the customer journey, culminating in her current role as Head of Customer Experience.
Continuous Improvement
Recently achieved an "Advisor Gold" certification in DHL's program focused on Lean, Six Sigma, and Change Management methodologies.
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Career

Work history

1-2025
Head of Customer Experience & First Choice Program
DHL Global Forwarding
7-2021 - 1-2025
Customer Program Manager Spanish-Speaking South America (SSA)
DHL Global Forwarding
2-2019 - 1-2025
Customer Experience & Service Excellence Manager
DHL Global Forwarding
1-2018 - 1-2019
Program Manager
DHL Global Forwarding
1-2016 - 12-2017
Customer Service Team Leader
DHL Global Forwarding
In the press

Media appearances

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Education
2019 - 2019
Diplomado en Experiencia de Clientes
Universidad Adolfo Ibáñez
2012 - 2016
Administración de Negocios Internacionales
Universidad San Ignacio de Loyola
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

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