Own VoC: Digital Experience program across all Cigna and Evernorth digital brands.

Drivetrain Media specializes in helping businesses uncover and eliminate the root causes of customer friction, improving satisfaction, and driving revenue. Our team has a proven track record of identifying actionable insights and aligning strategies to achieve measurable results with companies of all scales. We provide the focused expertise you need to streamline operations and exceed customer expectations. Think of us as your outsourced Voice of the Customer department—delivering strategic insights without the overhead. We look forward to working with you.

Responsible for the design and implementation of the Voice of the Customer (VoC) function, creating a centralized program to systematically capture, analyze, and act on customer feedback. By integrating feedback loops across multiple touchpoints and embedding insights into strategic decision-making processes, I established VoC as a cornerstone of Atlassian's customer-centric culture. My efforts resulted in increase in Net Promoter Score (NPS), achieved through targeted initiatives addressing key pain points and improving customer satisfaction. I collaborated with cross-functional teams to align VoC insights with business objectives, leveraging advanced analytics and data visualization tools to drive actionable outcomes. This work not only improved customer advocacy but also reinforced Atlassian’s commitment to delivering exceptional experiences, positioning the VoC program as a strategic driver of growth and innovation.

Managed a team of analysts responsible for measuring and delivering insights for EA's end to end customer journey. - Responsible for launching WWCE VoC program that moved manual reporting of a few titles to automated business intelligence for hundred's of games.- Increased delivery speed and visibility of top issues by designing new strategies for the implementation of Business Intelligence & Reporting- Researched, tested and launched NLP (Natural Language Processing) initiative improving our ability to quantify and deliver actionable insights to both support operations and product teams. - Launched a strategic framework improving operational efficiency and reducing more than $14 Million in support costs for a single initiative.- As a result of my team’s work WWCE improved customer satisfaction from 55% to 85%- Worked closely with stakeholders across multiple departments to produce high quality solutions to complex problems. Primarily a new report that highlighted trends of top KPI against historical and forecasted results. The report included the reason for change and recommendations.

Managed a team of analysts responsible for measuring and delivering insights for EA's end to end customer journey. - Designed new dashboards and increased distribution to a wider audience to improve executive awareness of key customer issues- Launched stakeholder Dashboard/Product Portal for a holistic view of product activity with drill down capabilities- Performed customer segmentation analysis that improved self-service capabilities and routing of support contacts- Collaborated with analysts on the team to develop Statistical Process Control to identify and resolve potential high volume contacts (customer support issues). - Wrote business requirements for a new internal agent desktop that improved agent efficiency and clarity of customer issues. - Researched, designed ,and implemented a new issue classification taxonomy for customer service team that significantly reduced misclassification of customer issues.

Responsible for monitoring and reporting customer feedback and sentiment across multiple channels in order to identify risks and opportunities for studios, marketing teams, and operational groups.- Developed and initiated VoC reporting which included analysis of and recommendations for improvement. - Performed qualitative analysis of customer contact data.- Collaborated with WWCE Director of Analytics an to move VoC into his org structure in order to improve access to data and more senior quantitative analysts.

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