Marcela Lay

Marcela Lay is a distinguished Product and Experience professional currently serving as Vice President of Client Experience at Y Media Labs.1 With over 18 years of experience working with Fortune 500 companies, she is recognized as a strategic customer experience expert.3

Professional Achievements

Leadership and Growth: Marcela has been instrumental in Y Media Labs' transformation and growth. She co-led the company's evolution from a mobile development shop to an end-to-end strategic digital solution agency, achieving a 65% year-over-year growth since 2019.1 Under her leadership, the company saw a 190% revenue increase, with 85% of that coming from organic growth in 2021.1

Client Partnerships: As a trusted advisor to clients across multiple industries, Marcela partners with C-level executives to provide strategic direction in areas such as CX transformation, customer obsession, and product innovation.1 Her expertise spans various sectors, including healthcare, retail, and finance, working with notable clients like Kaiser Permanente, Albertsons, State Farm, and Home Depot.1

Team Building and Culture: Marcela has been pivotal in building and leading teams within Y Media Labs, including Client Strategy, PMO, and Resource Management.1 Her efforts have resulted in high client satisfaction scores, with an NPS of 8.5 and CSAT above 9 across the entire portfolio.1

Expertise and Approach

Customer Experience Focus: As a Certified Customer Experience Professional (CCXP), Marcela specializes in developing clear CX visions, strategies, and product roadmaps that bring value to customers and impact business KPIs.1 She emphasizes breaking down silos to foster collaboration and ensure a deep understanding of end-to-end customer journeys.1

Innovation and Digital Transformation: Marcela is known for her thought leadership in digital innovation, service design, and customer centricity.1 She has been instrumental in delivering innovative solutions within various industries and integrating CX strategy within digital product approaches.1

Personal Impact

As the first female executive at Y Media Labs, Marcela broke the glass ceiling and has been a champion for diversity and inclusion.1 She has significantly influenced the company's culture, achieving 46% female representation at the company level in the US and creating a more inclusive environment.1

In recognition of her contributions, Marcela was named a 2021 Women of Inspiration™️ Authentic Leader Award Recipient2, highlighting her impact not only on her company but also on the broader industry.