As the leader of the customer experience research practice, I oversaw the strategic development and application of voice-of-the-customer (VoC) research that drove clients’ customer satisfaction and experience goals. By uncovering insights into key customer experience (CX) drivers and challenges, I enabled companies’ investment in specific organizational, operational, and brand strategies with maximum impact on CX metrics. Select highlights include:► Working with the analytics team to develop custom analytics and ad hoc studies that evaluated the impact of process, program, and product changes on customer experience.► Collaborating with client and supplier teams to investigate and assess the monetary impact of a positive CX on profitability, revenue, and loyalty, in turn driving executive support, ongoing funding, and end-user buy-in.► Consulting on a project to identify CX journey touchpoints with the most significant influence on positive customer experience. ► Uncovering insights from difficult-to-reach populations.In addition to my research contributions, I collaborated on organizational changes to streamline and strengthen research teams, including acquisition integration, staffing reorganizations, and new program launches.

Managing a multimillion-dollar research portfolio for major clients, I led a 12-member team in the design, management, and innovation of studies that met clients’ emerging needs and answered their complex business questions. By developing and delivering research of high value to clients, I ensured account growth, new business development, and exceptional client satisfaction.Highlights include:► Transforming outdated CX programs with new plans that delivered relevant insights for multiple stakeholder groups.► Helping a young, fast-growing company strengthen its market research function through training and resources that enabled them to establish fundamental market research capabilities.► Designing and establishing multiple proprietary global and local CX programs with Fortune 50 and Fortune 500 companies.► Empowering the end users of research findings to translate data into action by implementing target-specific reporting, report walk-throughs, and action planning sessions.As an organizational and people leader, I collaborated on a formalized staffing hierarchy to scale the organization and collaborated on updated employee development initiatives, including a mentoring program.

Playing a key role in expanding RDA’s VoC research to non-automotive clients, I managed global and national research programs and adapted our methodologies, tools, and practices to enable additional industry verticals.Highlights include:► Consulting with a client on a more comprehensive CX program to help revive their flat Net Promoter Score (NPS).► Building and scaling centralized market research infrastructure to deliver target-specific CX reporting and action plans for several clients.► Reducing a client’s CX program costs by 20% by leveraging process and technology innovations to expedite data collection and availability while achieving budget goals.► Developing a qualitative & quantitative research plan to demonstrate the relationship between employee and customer satisfaction and identify the employee engagement drivers with the biggest impact on customer satisfaction.By adapting and applying research programs to new verticals while promoting employee development initiatives, I grew the non-auto business 120% YoY.