Audrey Wise Email & Phone Number

Atlanta, Ga, Us

Stamford, Connecticut, Us

Performed a leadership role within the Growth organization, accountable for CX roadmap necessary to investigate and solve the company’s most critical experience challenges faced by more than 65 million customers. Partnered with analytics and VOC to embrace a data driven approach to continuously understand root cause of customer needs and focus on key OKR’s to improve experiences, increase metrics such as NPS® and CSAT, and reduce business OPEX.Drove a digital first approach, by collaborating with operations, digital servicing, and UX to understand current state customer pain points in front stage online and mobile experiences, as well as limitations and areas of opportunity in backstage systems and processes. Oversaw development of enterprise lifecycle customer personas to provide a robust understanding of the characteristics, perspectives, needs, and behavioral patterns of current and prospective customers to inform and guide strategic direction and priorities to those creating customer facing marketing, products, features, capabilities, communications, and experiences.

Stamford, Connecticut, Us

Purpose• Worked in partnership and in service to the broader organization to curate data from across the customer lifecycle and infuse that data with key insights and perspectives. • Developed strategies to inform the functions and platforms on how and where resources should be deployed, and investments should be made. • Provided a perspective on customer-centric intelligence and apply to product, service, and experience development in the credit and financial services space.Strategy• Understood the Lifecyle of our customers, Strategic Imperatives of our business, and Trends in the credit and financial industry to identify key areas to investigate what is happening, why it is happening, and how we should be addressing it.• Built partnerships and pathways with cross-functional and cross-platform subject matter experts and stakeholders, to co-create a multi-level, multi-dimensional, synthesized set of data-directed insights.• Reviewed customer and industry insights and intelligence through internal research studies and external research reports to understand the addressable product and service landscape in the credit and financial market. Execution• Delivered enterprise-wide sets of relevant, meaningful, and actionable insights about our customers that the business can use to drive cohesive decisions and prioritization of what we do to improve CX, reduce OPEX, and increase Revenue.• Consulted with senior leadership in digital, technology, and operations, as well as platform and client leaders to apply their perspective, leverage their expertise, and obtain their inputs on developing and assessing strategic solutions.• Leveraged an agile sprint process to Quantify data and insights, Discover problem root cause analysis, co-create Solution concepts, conduct customer Desirability testing, financial Viability analysis, and resource Feasibility planning.

Stamford, Connecticut, Us

Customer Experience InsightsLeveraged Internal Market Insights, VOC, and Data Analytics team’s research, studies, and data to analyze and synthesize results and extract insights that are relevant and impactful to specific initiatives and projects.Created and facilitated internal call center associate roundtable sessions and empowerment station sharing sessions to engage associates by learning their first-hand knowledge of our customer’s experiences and needs, pertaining to specific platforms and channels.Journey Experience DesignCollaborated with cross-functional groups of stakeholders and SME’s on journey baseline development for all eleven journeys to understand customers jobs to be done, behaviors, attitudes, emotions, needs, expectations, pain points, to uncover areas of opportunity to improve CX and reduce OPEX.State of the Customer ReportCreated a strategy to develop a living breathing report that will continuously uncover, inform, and support addressable opportunities to transform our customers’ experience and enable our organization to build and sustain a customer-centric culture.Outlined a framework to utilize the customer journey as the connective tissue and differentiator to tell the narrative of what’s happening with our customers, why it’s happening, and what we are doing about it.Executed a plan to leverage external research and internal insights, data, and analytics to populate the report. Engaged with stakeholders and SME’s across the business to contribute additional inputs and validate our insights.Emerging Technology CenterDesign Thinking Team: Developed and evolved a strategy and process to engage and lead the four-person intern team at UIUC. Each semester included a combination of teaching Design Thinking and Human Centered Design methodologies, collaborating on large scale group quantitative and qualitative research projects and guidance on smaller individual business-related projects.

Stamford, Connecticut, Us

Human Centered Design (HCD) and Customer Experience (CX)Identified initiatives within the business where HCD methodologies should be utilized to inform the breadth and depth of the current state understanding, perception, and engagement customers have with a product, program, or service.Developed strategic custom approaches for how to leverage innovative CX research tools, journey exercises, and storytelling activities that would yield meaningful results to drive impactful business directions.Collaborated with project owners, content strategists, and experience designers to deep dive into findings’ patterns, insights, and stories to determine challenges to solve and opportunities to target.Lead design thinking team to craft experience discussion guides, conduct journey mapping sessions, develop personas, aggregate findings, analyze data, and identify actionable initiatives.I believe journey-based research methodologies can be leveraged independently to inform behavioral and attitudinal insights, as well as be incorporated with other qualitative and quantitative research data, such as field observation, diary studies, focus groups, card sorting, and surveys to drive additional analysis and intelligence. Initiatives: Loop Commerce Discovery, Luxury Auto Journey, B2B Strategic Initiative Story, Fuel Industry Ideation, Lowe’s Loyalty Customer Experience, HR Marketing Onboarding ProcessBusiness DevelopmentCollaborated with teams on high-profile client management presentations to help develop thought leadership ideas to promote and support potential partnerships with Synchrony.Loyalty, Value, Research, and InsightsPartnered with subject matter experts on developing innovative and relevant vehicles for communicating in-depth and complex research information to internal and external audiences.Retail Card and Payment SolutionsManaged multiple projects for large-scale engagements of marketing campaigns, product launches, and ongoing customer engagement.

Chicago, Illinois, Us

Internal Corporate Communications and MarketingRR Donnelley 150th Anniversary CampaignSpent eight months as internal manager for all creative projects relating to 150th Anniversary Campaign development and execution. Worked closely with Director of Corporate Communications and Chief Marketing Officer. Projects included: strategy, theme development, executive communications, sales presentations, CEO videos, NASDAQ animation.RR Donnelley Employee Magazine, Social Responsibility Report, Annual ReportActed as liaison between Director of Corporate Communications, Global Subject Matter Experts, and internal creative team. Oversaw strategy, content, design development. Managed writers, designers, production artists, proofreaders.External Client Account and Project Management- Shareholder Communications – Ongoing management of strategy, creative development, production of Annual Reports & Proxy Statements.- AT&T Yellow Pages – Spent seven months as development manager for writing, design, advertising creation for two custom publishing product launches.- Sage Software – Spent ten months as onsite manager for transition from internal team to outsourced model. Acted as central point of contact between Sage business units, approved suppliers, Sage Procurement, and RR Donnelley. Analyzed creative spend of $750K-1M per year in an effort to consolidate suppliers, maximize efficiencies in spend, and monitor adherence to brand guidelines.Business Development Proposals and PresentationsWrote and composed high level complex proposals that encompassed several RR Donnelley platforms. Prepared custom targeted capabilities presentations. Clients: AT&T, Bank of America, Delta Airlines, MetLife, Microsoft, Radio Shack, TIAA-CREF, Walmart Canda, Walt Disney, Wendy’s CandaProjects: Strategic Branding, Employee Newsletters, Benefits Materials, Targeted Direct Mail Campaigns, Retail Catalogs, Packaging, Customizable Marketing Programs

Ms, Information Design And Strategy

Ba, Speech Communication And Rhetoric