Head of Digital Products - Latin America at Gallagher

Driven by Excellence: The Journey of Continuous Improvement

My mantra, the guiding phrase I live by, is simple but powerful: "Never settle." It’s more than just words; it’s a mindset that drives me to constantly seek new and better solutions, even for projects I developed just yesterday. This relentless pursuit of improvement has been the cornerstone of my career at Gallagher.

I began my journey working with business intelligence and data for Health and Benefits, where I developed innovative Health Analytics solutions. Within a year, I expanded my role to support Brazil’s teams, diving into areas like sales, CRM, and emerging technologies. By 2024, my role had expanded significantly, and I was actively collaborating on initiatives across four countries in Latin America.

This trajectory wasn’t accidental—it was built on a foundation of hunger and passion for delivering more, doing better, and creating digital solutions that truly make a difference for our clients. That mantra, “never settle,” has fueled every step of my journey. 

Navigating Cultural and Data Integration Challenges      

Cultural barriers often begin with language, but they extend far beyond that. Local laws, unique market behaviors, and other regional nuances can significantly influence how data is understood and utilized. One of the most complex challenges I face is not just working with multidisciplinary teams but also standardizing data to create a unified "language" across four different countries. This standardization is crucial for developing integrated solutions that leverage regional data.          

My approach to overcoming this challenge is rooted in collaboration. I work closely with teams in each country, diving into their specific standards, discussing their needs, and ensuring alignment. The goal is to centralize this diverse information into a single, standardized database. This shared resource enables us to perform regional analytics that reflect a cohesive picture, driving better insights and solutions. It’s a continuous process of balancing local uniqueness with the broader need for integration, but the result—seamless, data-driven regional strategies—makes it all worthwhile.

Focusing AI Where It Matters: Practical, Impactful Solutions     

When it comes to AI, clarity and purpose are essential. AI is undeniably a hot topic, and everyone wants to jump on the bandwagon. However, the rush to implement it often overlooks a critical question: What is the real business case? Without a clear and practical application, organizations risk wasting time, money, and resources simply to claim they’re "using AI."

In my view, the most effective approach is to focus on niche applications where AI can make a tangible difference. It’s not about chasing grandiose solutions; it’s about understanding specific challenges and using AI to address them effectively. For example, in the insurance industry where I work, AI can excel at analyzing business rules or conditions, comparing regulations between carriers, or automating repetitive but critical tasks. These targeted implementations are not only faster to deploy but also easier to test, validate, and refine.

By focusing on these practical, high-value applications, I ensure that my AI efforts are both meaningful and results-driven. It’s not about following the trend—it’s about creating real impact, one precise solution at a time

"AI is not about following the trend—it’s about creating real impact, one precise solution at a time".

Building Trust and Collaboration Across Culturally Diverse Teams        

Cross-functional collaboration, especially with culturally diverse teams, can be challenging. Different perspectives, working styles, and priorities often create barriers. My strategy is rooted in collaboration and trust-building. I approach these teams with the clear message: I’m here to help. My goal is to demonstrate that by working together, we can all reap the rewards.

The key is helping them see the "greater good," the larger purpose behind our efforts. I invest time in communicating the shared mission and showing how their contributions directly tie into something bigger than their roles. By painting a clear picture of what we’re building together and how it benefits the entire organization, I can foster a sense of shared ownership and purpose.          

Ultimately, the idea is simple yet powerful: when people understand how their efforts help the collective succeed, collaboration becomes easier, and alignment happens naturally. It’s about creating a culture of shared growth, where every voice matters and every effort contributes to a stronger whole.

The Future of AI: Transforming Industries and Reimagining Work         

AI is poised to profoundly reshape industries, especially as its capabilities evolve to tackle more complex tasks. One exciting development is the emergence of AI systems designed to control applications like browsers, enabling them to handle intricate automation and outperform human efficiency in many areas. This level of sophistication opens doors to a future where specialized AI agents become integral to daily operations.

We’re already seeing the rise of these specialized agents, and I think their influence will only grow. What’s particularly fascinating is their potential to expand into business areas where people outside of technology may not yet realize AI can have an impact. These agents won’t just streamline processes—they’ll reinvent them, reshaping how we work and redefining countless roles across industries.        

The future of AI isn’t just about replacing tasks; it’s about creating new possibilities, new efficiencies, and ultimately, a reimagined workforce. This transformation will challenge us to adapt and innovate, but it also promises incredible opportunities for growth and reinvention.

Staying Connected: The Key to Tech Leadership and Customer-Centric Solutions       

My advice to tech leaders is simple: stay deeply connected to the business. At the end of the day, it’s not about the tools or the technology itself—it’s about understanding the business, controlling costs, and delivering real value to the client. The driving force behind any successful tech initiative should be a customer-centric mindset.

Your focus should always be on how your solutions help the company thrive. That means reducing manual effort, cutting operational costs, and, most importantly, enabling the sales team to shine in front of the client. Technology isn’t just a backend enabler; it’s a strategic partner in creating seamless, impactful customer experiences.       

One of the best ways to build trust and win over clients is to meet them where they are. Ask questions like, “How do you currently manage this process?” or “Have you considered a digital solution for that?” By showing them how technology can directly solve their pain points and make their lives easier, you demonstrate your value in tangible terms. That’s how you transform technology from a tool into a strategic advantage, winning over the client one solution at a time.