Customer Experience People & Process Transformation Leader expert in the design and delivery of an outstanding end-to-end customer experience. Leveraging principles of operational excellence that consistently delight customers, support customer success, drive scalable revenue growth & customer retention. Business Strategy & Customer Experience Leadership:● Customer Experience Program Management- Design and management of Client Service Delivery Experience and VOC/customer insight program; pragmatic application of CX data to drive business service performance improvement and revenue growth. Customer-centric leader of client service teams.● Customer Success Leadership- Experienced leader with a track record of success driving revenue growth, product adoption, increasing retention, leading service integration, leveraging new technology, and building a scalable customer success model to support a full client life cycle. ● Professional Services/Technology Implementation- Experienced leading the development and deployment of a professional services model (Salesforce integration) to deliver growth & retention- B2B focus areas include proposal management, contract negotiation, SAAS implementation, and strategic account relationship development. Standardizing customer success playbook to support retention and growth. ● Governance and Measurement- Deployed business strategy, metrics, dashboards, analytics & reporting to align with strategic business performance goals and customer success. Data modeling & forecasting for business decisions, risk management, and investment. ● Change Management Leadership- building & empowering high-performing teams to navigate change & grow- fostering engaged, motivated, collaborative teams.● Industry Experience: FinTech- Deluxe Corp- financial institutions, technology services, payments. Taylor- Gift card- payment industry, data services technology. OTES- Staffing/HR. Manufacturing. B2B, B2C. SAAS.