• Oversee the implementation of new clients on MLG programs• Oversee product development of existing programs, handling program enhancements, new features, updates/changes requested by clients• Oversee additional programs offered by MLG, such as Internal Service Survey, Engagement Survey, Relationship-Only programs, and any other non-core product offerings• Oversee the rollout of new product/program offering of MLG, including development, management, and implementation• Oversee all aspects of the MLG Benchmarks, including industry-wide and client-specific benchmarks• Oversee all MLG Analytics, including the development and ongoing management of Text Analytics • Oversees the IT infrastructure of MLG equipment, systems, and network, working with third-party vendors, where applicable, to ensure compliance and security of systems and equipment• Work closely with other members of Leadership team to ensure organization is aligned across teams/functions and working towards common goals

• Establish and maintain solid, long-term client relationships based on trust and partnership..• Develop a deep understanding of the technical and business challenges that clients face related to their Voice of the Customer (VoC) Program, then provide coaching and guidance rooted in MLG, client-tested, Customer Experience and/or research best practices. • Proactively monitor and measure assigned client program data throughout the year. Provide clients with timely and meaningful insight and/or recommendations.• Identify emerging client needs and communicate across the organization as needed.• Address major issues/requests escalated by MLG Support, or those directly initiated by the client, and develop necessary resolution where needed.• Gather best practices and learnings from credit union clients.• Track and provide regular status of client activities.• Manage multiple projects and prioritize tasks among the clients.• Oversee Internal Service and Employee Loyalty Survey program for clients.

• Oversaw day-to-day operations of the Voice of the Customer (VoC) program• Provided in-depth analysis of member feedback to all levels of the organization• Provided consultation to branch managers about how to improve the member experience• Managed numerous projects aimed at improving the member experience• Managed Internal Service Survey, including the design, implementation, and reporting