Bain & Company appoints Eduardo Roma as global head of Customer Experience

BOSTON - March 4, 2025 - Bain & Company has appointed Eduardo Roma to lead its global Customer Experience (CX) solutions. This move enables the firm to build upon its long-held position as the industry leader in customer centricity.

"The CX industry is at an important inflection point," said Eduardo Roma, Bain & Company's global head of Customer Experience. "While the core principles of loyalty have endured, the evolution of generative AI and shifting customer expectations demand new strategies. Bain has redefined how businesses gather, analyze, and act on customer feedback, pioneering innovative tools and early adoption of AI-driven solutions to transform engagement. I look forward to partnering with our clients to ensure they remain at the cutting edge as this dynamic field continues to change."

Eduardo, a 16-year Bain veteran, is a partner in Bain's London office and currently leads the firm's Customer practice in Europe, the Middle East, and Africa (EMEA). He brings more than two decades of experience in the customer and financial services industries, advising CEOs and their teams on issues including sales and marketing, digital transformation, innovation, and operating model design. In this new position, Eduardo will remain focused on his clients in addition to playing a leadership role across the global practice.

"Bain has long set the standard for how companies build loyalty and capture value, and we've continuously evolved to stay ahead of the curve," said Darci Darnell, head of Bain & Company's global Customer practice. "Eduardo's leadership, deep industry expertise, and strategic vision made him the ideal choice for this role. His ability to drive CX transformation, adapt new technologies, and connect the latest solutions with evolving market needs will be instrumental in this new chapter of our firm's client offerings."

Editor's Note: For more information or to arrange an interview, please contact: Katie Ware, Bain & Company, tel. +1 646 562 8107, email: katie.ware@bain.com.