Jacob Atkinson Email and Phone Number

• Developing scalable predictive models using XGBoost and statistical techniques on large-scale datasets, driving lead prioritization and increasing conversion rates by 1-2% ($50M+ annual revenue impact).• Leveraging unsupervised learning techniques to cluster high-impact customer segments, reducing lead drop-off rates, and delivering actionable insights.• Engineering complex SQL queries and utilizing Python for exploratory data analysis to identify key customer enrollment segments and trends, informing strategic research studies to improve customer lifetime value and retention.• Applying statistical modeling techniques, including maximum likelihood estimation, kernel density estimation, and hypothesis testing, to pinpoint enrollment duration inflection points across fitted distributions, guiding business decisions and action plans to enhance customer experiences and retention rates.• Identifying areas to increase revenue by $6,000+ per customer by identifying critical satisfaction drivers in Python and optimizing customer journey touchpoints through detailed segment analysis and trend identification.• Designing ETL code using REST APIs and Python, employing object-oriented programming principles to streamline data processing for our AWS data lake and Power BI reporting.• Automating report generation for customer experience research using SQL, REST APIs and Python, optimizing efficiency and accuracy.• Collaborating cross-functionally with product owners to share actionable insights, influencing product roadmaps.• Acting as the SME for the Qualtrics platform, overseeing the comprehensive customer journey and associated research.

• Managed the Medallia platform for the commercial bank, ensuring effective utilization of customer feedback and insights to drive business improvements• Collaborated with cross-functional teams to develop a VOC strategy for the commercial bank, incorporating workshop facilitation and delivering demonstrations on text analytics, digital experience analytics, and other relevant tools• Implemented Decibel for the commercial bank's website, enabling comprehensive analysis of user behavior and interactions to optimize the digital experience• Successfully oversaw and managed the end-to-end execution of 5+ projects utilizing Medallia, including planning, coordination, resource allocation, and timely delivery of results

• Lead the implementation of Qualtrics and its surveys for the entire company, using it togain insights into the customer journey and improve the customer experience• Automated data collection from four different software platforms using APIs, resultingin the gathering of 30,000 rows of insightful CX data and 5+ real-time dashboards• Implemented Qualtrics’s Text Analytics on 5 unstructured datasets including socialmedia data, survey data, and emails to extract deep insights into the customer journey• Identified trends and risks in customer experience data, presenting insights to over 60stakeholders in monthly meetings• Conducted specified research to reveal a $280 average CLV reduction and lowercustomer retention due to a targeted pain point in the customer journey