Jane Hext Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Ottawa, Canada Area

• Responsible for the design, implementation, and insight generation for various Voice of the Customer programs that track net promoter scores and other satisfaction metrics from our Consumer and Small/Medium Business Customer Segments • Synthesize multiple data sources including behavioral analytics and attitudinal insights (through market research) to better understand pain points across the customer journey to prioritize key business improvements• Communicate actionable insights to senior level staff through both presentations and detailed reports to leverage direct customer feedback in enhancing business priorities.

• Led efforts to optimize product and program portfolios using discrete choice and conjoint analysis techniques to maximize customer adoption and revenue projections. • Leveraged both qualitative (one-on-one interviews and focus groups) and quantitative (in depth surveys) research techniques to drive deeper customer understanding on product and technology awareness questions

• Responsible for the analysis and reporting of transactional survey data from Customer Service and Technical Support interactions to determine overall performance metrics as well as identify and prioritize top customer issues. • In-depth analysis of customer focus group data to determine critical process improvements that would have the greatest impact on the customer experience. • Part of team responsible for management and implementation of Voice of the Customer frameworks for the Global Support Organization.

• Resource management for Professional Services team to ensure appropriate staffing utilization metrics were met • Managed contracting and procurement process with third-party contractors who provided incremental staffing for Professional Services engagements.

Ottawa, Canada Area

• Managed a three-person team focused on quality assurance on key customer deliverables. • Lead efforts within Professional Services team to introduce quality culture to the business development and delivery teams by adding document reviews, coding standards, code reviews, and documented procedures. • Significant role in the implementation of the SAP Service Provider Module for Professional Services in North America and Europe. Had overall responsibility for test plan creation and execution. Trained all managers on the day-to-day usage of the system. Liaison responsibilities between Finance, Order Management, and Professional Services

Toronto, Ontario, Canada

Associate Instructor in the Data Analytics course at BrainStation

Master'S Of Science In Data Science, Analytics And Modeling Specialization

Ubc/Daa Award Of Achievement Program, Digital Analytics

Mba

Bachelor Of Science, Computing And Information Science