Bain & Company Appoints Eduardo Roma to Lead Global Customer Experience

Bain & Company has appointed Eduardo Roma as the new Global Head of its Customer Experience (CX) solutions. Roma, a Partner based in Bain’s London office, currently leads the Customer practice across Europe, the Middle East, and Africa. With over 20 years of experience in customer and financial services, Roma has advised CEOs and leadership teams on sales, marketing,

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digital transformation, innovation, and operating model design. In his new role, he will continue working with his existing clients while leading the global CX practice. Bain aims to strengthen its position in customer-centric strategies, with Eduardo focusing on advancing client offerings amid shifting customer expectations and the rising influence of generative AI.

According to Bain & Company, the CX industry is undergoing significant change, requiring businesses to adapt their approaches to customer engagement and loyalty. Roma emphasized the importance of combining innovative tools and AI-driven solutions to help clients navigate this transformation. Darci Darnell, Head of Bain’s Global Customer Practice, highlighted, “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.”

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