In my role as Vice President, Client Engagement at BluePearl Pet Hospital, I oversee customer experience journeys, collaborate on strategic measurement, and drive alignment on objectives throughout the organization. I grow the data-driven client acquisition strategy, focusing on rapid analytic loops for constant insights and optimization. Additionally, I provide strategic oversight on online marketing efforts to position BluePearl as a leader in specialty and emergency veterinary care.

Champion innovative client experiences through consumer research and data analytics, fueling business growth and surpassing expectations.Innovate to enhance revenue and cost efficiency, ensuring continuous portfolio improvement.Transform data management, integrating multiple sources into a unified system for better decision-making.Promote a data-driven culture, emphasizing data best practices and governance.Bridge consumer needs with business operations and technology, enhancing client centricity.Lead a skilled team in developing data analytics solutions, aligning with core business objectives.Guide metric selection to track and drive meaningful business progress.Analyze market trends and competition to refine client experience strategies.Spearhead digital transformation in client services, collaborating with tech partners for market agility.

Guided McDonald's senior leadership in adopting digital innovation, addressing unmet customer and crew needs through extensive research and strategic storytelling. Focused on modernizing restaurant and drive-thru operations.Headed the End-to-End Customer Experience, integrating customer journey analysis, behavioral research, service design, operations, and strategic projects.Crafted and executed a digital customer strategy, including a deployment roadmap addressing market-specific challenges and solutions.Worked closely with digital engagement leaders to formulate learning plans aligned with key revenue goals, aiming to generate over $6B in incremental revenue.

Directed developing and implementing customer journey strategies, identifying key insights and advocating for solutions to enhance customer and crew experiences.Facilitated the strategic redirection into a customer-centric organization, leading a major exhibition on 'Transforming Customer Experience' at the McDonald’s World-Wide Convention, attended by over 18,000 stakeholders.Promoted digital engagement, integrating global app research and advocating for user-driven improvements to the app, aiming to unify various operational facets and drive customer growth.Enhanced customer listening initiatives, supporting franchisees and leadership with integrated feedback mechanisms like satisfaction surveys, social listening, and text analytics to identify business opportunities and strengths.

Oversaw various marketing functions, including analytics, global consumer segmentation, satisfaction studies, a community of top guests, social media text analytics, profitability modeling, custom research, and guest experience management (CRM).Optimized marketing expenditures within a limited budget by utilizing models and external data sources, enhancing the effectiveness of corporate campaigns, digital and social strategies, credit card marketing, and localized promotions.Collaborated with brand teams during Hyatt’s shift from an operationally led to a brand led approach, developing the first global guest segmentation model and co-creating brand signature elements tailored to identified segments.

Managed all customer feedback avenues, encompassing internal and external satisfaction surveys, contact center feedback, social media, and various ad hoc surveys.Regularly attended and presented at senior meetings, pinpointing areas for improvement and proposing performance enhancement strategies.Led a cross-divisional project assessing the value of customer satisfaction improvements, gaining approval from multiple departments including Finance and Marketing.Conducted in-depth analysis to gauge revenue impacts of various initiatives, supporting funding requests with statistical evidence.