Danielle Field Email & Phone Number

San Antonio, Texas, Us

Woodland Hills, Ca, Us

● Spearhead digital initiatives across the enterprise with a focus on delivering strategic self-serve capabilities for customer-facing digital assets including the website, and mobile app for an insurance company with 50k agents and 11M customers● Lead geographically-dispersed team across the US with 8 direct reports including Product Managers and Senior CX Product Managers, each with an Agile team of product owners and developers● Own digital operations for direct and agent channel customers, acting as journey owner for entire enterprise and product manager for digital side, running 3-month Agile planning intervals with a mix of Kanban; report to CXO/Head of CX● Supervise digital team operations from project strategy and business case to testing and launch in partnership with Marketing Information Technology (IT) and UX; refine workflow processes, ensuring efficient prioritization and delivery● Leader of Digital Center of Excellence, partnering cross-functionally with Claims, Service Operations, and Distribution on web and digital channels and mobile applications● Hired, trained, and coached 8 direct reports, promoting 3 into senior positions; host regular team events including happy hours, volunteering, and games to build culture of openness, engagement, growth, and employee retention ● Assumed ownership of Foremost Insurance brand’s website and CX, inheriting new team members and providing empathetic coaching to help them grow; integrated Foremost’s digital service experience, mobile app, and end-to-end CX● Integrated 2 self-serve websites into current Farmers platform after Metlife acquisition, bringing Metlife to parity with Farmers functionality and experience

Woodland Hills, Ca, Us

● Built the 1st-ever CX team from the ground up, including structure, roles, and responsibilities, strategic agenda, and roadmap ● Evolved, governed, and implemented a world-class customer and agent response capability across enterprise addressing key customer issues● Informed enterprise customer/agent experience strategic agenda as key member of customer/agent experience leadership team, acting as internal consulting firm to address pain points and improve customer journeys● Brainstormed strategic priorities, influencing customer/agent experience strategic agenda for the entire enterprise and for specific elements, such as Service Recovery in Service Operations, maximizing customer impact● Managed team of 8 direct reports, including onboarding, training, coaching, mentoring, goal setting● Collaborated with business partners to design target customer journeys and identify/prioritize key improvements to achieve them; managed internal and external stakeholders in ongoing customer journey improvement efforts● Designed and maintained monitoring system that identifies, synthesizes, and prioritizes key customer/agent issues raised via myriad systems and platforms such as rNPS ● Created 1st-ever journey atlas and ownership structure, which became the foundation of the voice of the customer (VoC) tool and framework for CX team; delivered journey redesigns and implementations, including a fully digital purchase and onboarding experience, a streamlined agent change process, and a text analytics triaging cast management system

Woodland Hills, Ca, Us

Established and owned CX management of Inner and Outer Loop functions, including case management, with inner loop defined as customer surveys, escalations, and communications and outer loop as analyzing data from the inner loop to make strategic and infrastructure changes that improve operations, partnering with IT and Product

Woodland Hills, Ca, Us

● Spearheaded communication, training, and implementation plans for all CX projects and initiatives in Sales, including project planning, team management, and meeting facilitation; reported to Sales Operations Director● Led project teams for agent-facing business improvements, supporting agent operations, sales, contracts, and corporate support to external agents; trained agents on CX to ensure standardization and KPI tracking● Headed executive sponsor and steering committee meetings, delivering executive presentations; led diversity, equity, and inclusion (DEI) groups like the Women’s Network as Board member● Owned projects including CX Program, Premium Change Communications, Farmers Rewards Visa, and Thanks a Million Customers; spearheaded “CX Champions in the Field” initiative focused on individualized CX and NPS improvements

Woodland Hills, Ca, Us

● Led large-scale, enterprise-wide CX projects with multiple workstreams and phases from initiation to post- implementation; managed project scope, communication plan, schedule, budget, issues, and reporting● Established and supervised project teams, defined roles and responsibilities, and ensured collaboration across all departments, scheduling meetings and following up with team; reported to Program Management Director● Ensured readability of product rules, designed communications, optimized claims process to reduce pain points, reduced average handle time at call center, established more self-service tools with escalation workstream, and improved agent experience and customer relations, boosting key performance indicators (KPIs) based on NPS● Earned Customer Experience Ambassador of the Year Award in 2015 and 2016 and Lean Six Sigma Yellow Belt

Woodland Hills, Ca, Us

Woodland Hills, Ca, Us

Project management. Business Integration department.

Woodland Hills, Ca, Us

Woodland Hills, Ca, Us

Ba, Cinema And Tv Arts

Education record