Ccxp Marcela Lay

Marcela Lay is a senior executive at Y Media Labs, a digital product and design agency that creates innovative products.1 She currently serves as the Senior Vice President & Head of Client Strategy & PM Operations.12 Marcela is known for her people-centric approach combined with strong business acumen.2

Key aspects of Marcela's career and expertise include:

1. Leadership: She partners with C-level clients to provide strategic direction for CX transformation strategies, customer obsession, and product innovation.2

2. Business Growth: Marcela has been instrumental in YML's growth, achieving a 190% revenue increase since joining the company, with 85% revenue through organic growth in 2021.2

3. Diversity and Inclusion: As the first female executive at YML, Marcela broke the glass ceiling and brought more women to the table, helping to create a diverse work environment.2

4. Customer Experience: She is a Certified Customer Experience Professional (CCXP) and focuses on developing clear CX visions and strategies that bring value to customers and impact business KPIs.2

5. Thought Leadership: Marcela is recognized for her expertise in digital innovation, service design, customer centricity, CX, and women empowerment.2

6. Career Transition: As of June 13, 2023, Marcela announced joining Avanade as a Customer Experience Practice Lead after a sabbatical.3

Marcela's background includes growing up in Colombia before becoming a Silicon Valley executive.1 She is known for her authentic leadership style and has been recognized as a Woman of Inspiration.4