As the Vice President and Head of Customer Experience and Analytics at PLDT Global, Ley is instrumental in driving the adoption of digital initiatives and Customer Experience programs. Her primary focus lies in consolidating customer insights, orchestrating seamless engagement across channels, and measuring the impact of these efforts through key performance indicators such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT). Ley’s leadership extends to spearheading Digital Enterprise Capability within PLDT, where she identifies opportunities for process optimization and digitalization. With a keen eye on data management, Ley ensures meaningful insights drive strategic decisions, leading to enhanced customer satisfaction and brand perception. She champions digital transformation by implementing innovative solutions such as AI chatbots and mobile app enhancements to elevate PLDT’s servicing capabilities.