Women in Leadership: Pilar Madre

What is your job at ERGO?

I am Member of the Management Board and I lead the Customer Experience Strategic Line. I define the customer relationship strategy and the initiatives associated to it that are implemneted throughout the organization. I define the process improvement policy and lead the implementation of improvement methodologies.

How did you start your career?

After my degree in economics and in business administration, I started working at Deloitte in auditing and in consulting.

More than 30 years ago, I joined DKV as internal auditor, evolving into being the quality manager for process management and continuous improvement system. I was directly involved in the integration of two companies, the creation of the call centre, the creation of the Integralia foundation, the EFQM model, the creation of the customer service function, etc. Since 2008 I have been a member of the Management Board, defining and implementing the customer experience strategy as a competitive advantage to create sustainable value for the organization. Today I ensure that the customer is at the centre of every company process, especially in digital ecosystem.

What ist your motto?

Strength does not come from physical capacity, it comes from will. ( M. Gandhi)

How would you describe yourself?

I am self-demanding in the achievement of results with a high commitment and sense of belonging to the company. I work to achieve excellence. I celebrate successes and learn from failures. I care about people, especially those in my team; I strive for their development and for them to feel at ease. I like to create trusting relationships that allow collaboration between people and teams.

What makes you frustrated?

It frustrates me when people put their self-interest before the interests of the company. When they are reluctant to adopt innovative proposals. When they are not sensitive to respond to our customer´s needs with the excellence required for a company with high quality standards as DKV.

Who is your personal role model?

My role model is my boss, Dr. Santacreu, CEO of DKV. He inspires us with his close but demanding leadership and his broad and sustainable vision of the issues. With his commitment to society, using resources to always help others. He has achieved a company with a purpose that transcends work and business.