Juan Sebastián Narváez
Head of Journey Management at Banco Pichincha (Ecuador)
Juan Sebastián Narváez leads the Journey Management practice at Banco Pichincha. His work is about something that sounds simple and rarely is: getting customer experience out of slide decks and into real business decisions.
He comes from the world of user experience and service design; years spent mapping journeys, facilitating discovery workshops, and evaluating usability through heuristics, with a background in product design, advertising and marketing that taught him how to shape ideas into products people actually value. Along the way he learned that the map was never the hard part; the hard part is the system, the culture, and the shared language that make a journey hold.
Today he leads the ground-up build of a Journey Management practice inside a complex, highly regulated environment, working alongside a team of Journey Designers to connect the full customer lifecycle with the product roadmap.
He's driven by one conviction: journeys exist to drive decisions, not to decorate walls, and he's happiest in the messy middle where that actually gets figured out.