About the juror
Experience brought to the panel
James Muñoz is an experience management leader specializing in the integration of customer, employee, and brand experience. Currently serving as Director of Brand & Employee Experience at Elsevier, he leads enterprise initiatives that translate brand and CX strategy into operational reality. His background includes spearheading Voice of the Customer and CX measurement programs at Wells Fargo and driving enterprise operational excellence at Bank of America. He brings extensive expertise in customer journey management, CX enablement, and organizational culture transformation to the judging panel.