Consumers don’t love you anymore. They don’t love your competitors either. The economic realities of the past few years have softened brand equity, dulled customer experiences, and led to a consumer malaise that makes it harder than ever to attract new customers and retain the ones you have. On top of that, 2/3 of marketers don’t even believe that their companies have a baseline understanding of what their customers want anyway.I’ve devoted my career to building brands, strategies, and experiences that create customer loyalty. I help brands deeply understand their customers and translate that into clear brand positioning and a compelling, connected customer experience. This is the only sustainable path to attracting and retaining customers.I’ve spent my career in retail, restaurants, and tech, and every job I’ve ever had has been customer centric, cross-functional in nature, and C-suite relevant. I've built a deep strategy toolkit and led large insights teams for a number of years. I integrated multiple teams into a completely new customer experience organization. I built a B2B industry vertical go-to-market capability from the ground up at a CX tech firm.I have a passion for attracting and developing strong talent and have led high-performing teams for over a decade. My commitment to Diversity Inclusion and Equity (DEI) in the workplace included co-leading Diversity Action Committees in both Strategy & Innovation and in Marketing.PROFESSIONAL STRENGTHS AND EXPERTISEMarketing• Marketing strategy, brand positioning / equity, and corporate reputation• Digital marketing, personalization, user experience (UX), and customer data analyticsCustomer Experience• Omnichannel customer experience strategy – stores, digital, contact center• Net Promoter System (NPS), voice of customer (VoC), and social media analysis• Customer advocacy and culture developmentInsights• Translating qualitative and quantitative market research data into meaningful insights• Customer data analytics (behavioral and survey) • Translating insights into actionable recommendations for business ownersLeadership• Team leadership (teams as big as 30) and talent development • Working directly with the C-suite to develop business strategies grounded in consumer feedback and insight• Communication, storytelling, presenting in front of large audiences• Relentless focus on KPIs and business metrics• Experience with Microsoft D365, Cisco Webex, Genesys Cloud, Google CCAI, Pega, Amazon Connect, Medallia, Clarabridge, and Netbase• Nonprofit board membership and volunteering