My primary role will be to implement the fundamentals and infrastructure for CX journey analytics, which will help us continue making Comcast Advertising more customer centric.

Head of CX InsightsResponsible for analyzing Voice of the Customer data collected through various quantitative and qualitative methods to identify insights that will help inform improvements to the customer experience.Utilize storytelling to deliver those insights, partnering with business stakeholders to prioritize findings and develop change initiatives.Leverage industry research and the latest CX strategies and tools for data collection, interpretation, and analysis.Manage vendor relationships, including governance and compliance with internal controls and regulations.Support integration efforts for impending acquisition, identify customer experience gaps, evaluate their impact, and recommend steps to mitigate negative outcomes.Lead efforts to leverage additional data elements and advanced analytic techniques to supplement survey analysis and identify drivers of NPS and customer satisfaction.

Perform omni-channel analysis of customer interaction data to identify points of friction or unnecessary levels of effort and improve the customer experienceDeliver analytic use case findings to all levels of business leadership with effective story-telling, actionable recommendations and relevant impactsLead cross-functional account teams to efficiently deliver on SOWs and drive ROI for clientsPartner with client data and analytics teams to create connected data sets suitable for robust omni-channel analysisTrain and enable end-users to utilize journey analytic software to perform in-depth analysis, test hypotheses and generate valuable insightsManage development and maintain support of dashboards showcasing key business metricsEnsure mutually beneficial outcomes from partnerships with 3rd party vendors, such as JD PowerSupport sales and marketing teams by supplementing collateral materials with real use case examples, delivering product demos, and generating published content (see below examples)Support product development and engineering teams by providing requirements, performing UAT testing and validationsClients include both large and regional banking and financial institutions, auto-financing companies, public utilities, telecommunications and retail companiesAccountable for delivery and renewal of contracts with annual revenues ranging from $160K to $4.5MMCompleted use cases targeting a wide variety of customer effort and operational metrics, including digital containment rate, journey completion rate, channel hops, (agent) caller rate, IVR containment, first contact resolution rate, VOC/NPS/CSAT, standardized journey score, and more

Program lead over multiple analytic work streams dedicated to improving the operational performance and customer experience for both voice and digital contact centersApplied varied analytical approaches, including text analytics, observation-based analysis, in-depth process analysis, customer journey mapping, and focus groupsLed teams of both on-shore and off-shore resources as key offering of $3M annual contract for Fortune 50 telecommunications client, successfully delivering on 40 projects over 3 yearsOther clients included retail, healthcare, and financial services companiesSupported growth of consulting practice by owning workstreams focused on team developmentFostered career development and growth of several direct reports

Served in the health actuarial section of the Division of Insurance. Reviewed health rate filings for statutory compliance, and ensured that rates were not excessive, inadequate or unfairly discriminatory, as required by Colorado law. Project lead charged with producing the annual Colorado Health Insurance Cost Report.• Performed reserve and claims analysis in conjunction with financial exams on P&C insurers.

As member of actuarial consulting teams, supported engagements involving Fortune 500 companies, state and local government retirement plans. Managed projects, consistently delivered high-quality, timely results. Analyzed retirement plan assets and liabilities based on IRS code and governmental statutes to determine contribution requirements. Performed experience analyses and recommended valuation assumption changes.