Designed, built and now lead, an enterprise-wide analytics, reporting and strategy function, serving five business units, facilitating the organization’s understanding of customer behavior, market trends, competitive positioning, and internal operational performance.Scaled an Enterprise-Level Reporting Center of Excellence, delivering real-time, self-service, automated dashboard and scorecards that visualize Key Performance Indicators (KPIs), customized for key stakeholder groups, resulting in 100% of all business units meeting annual KPI targets.Enabled an 8-point improvement in NPS score, a 40% improvement in CSAT, a 45% improvement in brand perception, and a 20% reduction in churn through a redesign of the existing Customer Experience / Voice of the Customer (VOC) program. Strategize directly with executive- and senior-level leaders to identify and define high-impact research and analytics projects that enhance the customer experience, optimize marketing spend and pricing strategies, inform new product development and go-to-market strategies, identify new opportunities for growth and expansion and forecast financial and business impacts of these initiatives.Lead a team of 12 analysts and data scientists in executing those high-impact projects, using primary research techniques, both qualitative and quantitative, as well as secondary, exploratory, descriptive, prescriptive, predictive, gap / white space and root cause methods.Leverage multivariate statistical methodologies, machine learning and advanced modeling techniques to synthesize large quantities of data, extract critical insights from that data and subsequently, translate the findings into compelling written and visual reporting products and presentations, customized for technical and non-technical audiences.

Led a comprehensive redesign of the VOC program, including a transition to the Medallia platform.Pioneered innovation by developing and refining processes for gathering and analyzing customer insights, identifying growth opportunities, and optimizing operational efficiencies.Integrated comprehensive research and market analysis to translate customer needs into actionable strategies, driving customer-centric improvements across Bank of the West's teams.Utilizing human centric design methods, led research initiatives to build a deep understanding of customer journeys and personas, guiding strategic decisions to optimize product and service experiences across the organization.Enhanced customer touchpoints by designing and implementing data-driven changes, leading to significant improvements in client satisfaction, loyalty and new product adoption.

Directed the integration of research-driven insights into corporate strategic planning, contributing to the evolution of business strategies through comprehensive fact bases, assumptions modeling, SWOT analysis, and market positioning assessments.Conducted in-depth analyses of competitive landscapes, examining sales data, market penetration, and future trends, and provided actionable recommendations to guide business decisions and market positioning.Led the design and execution of custom research projects, delivering strategic insights that empowered product development teams and strategists to leverage industry trends and emerging opportunities for competitive advantage.Oversaw the full lifecycle of quantitative and qualitative research projects, from study design and data analysis to the creation of customized reports, dashboards, and visualizations tailored to stakeholder needs.Monitored industry developments and proactively identified emerging trends, providing strategic intelligence that informed corporate decision-making and drove innovation in product and market strategies.

Led comprehensive research initiatives by managing all aspects of quantitative (e.g., surveys) and qualitative (e.g., focus groups, 1:1 interviews) constituent and issue advocacy studies, ensuring alignment with strategic objectives.Administered the full-cycle survey projects at local, state, and national levels, including questionnaire design, sampling frame creation, survey programming/testing, fielding, and tracking, targeting key demographic groups for optimal data collection.Executed advanced empirical analyses to interpret survey data, crafting insightful, story-driven reports with statistical graphics and visualizations, enabling stakeholders to make data-informed decisions.Directed vendor management processes, from contract negotiations and establishing standards to project oversight and performance evaluation, ensuring efficient and effective delivery of survey projects.

Steered the development of a comprehensive primary research program, collaborating with business unit leaders to identify key areas for customer experience improvement.Enhanced the research function by integrating innovative qualitative techniques alongside traditional quantitative methodologies, providing a holistic understanding of customer attitudes and behaviors.Partnered with cross-functional teams to transform high-impact research questions into actionable research plans, driving strategic customer insights.Led a team of researchers in executing end-to-end customer-centric research initiatives, from designing instruments to presenting findings, and ensuring data-driven decision-making.

Provided classroom instruction on economic theory and methodologies of econometrics; proctored exams; graded tests, research papers and homework assignments; and maintained student grading records.