Jennifer Alexandra, Mba Email and Phone Number
As a dedicated Customer Strategy Leader, I have a proven track record of transforming customer experiences through innovative, data-driven insights and comprehensive Voice of Customer (VOC) strategies. With extensive experience managing global, high-performing teams, I excel at enhancing customer satisfaction and driving impactful business outcomes through seamless cross-functional collaboration and operational improvements.Passionate about leveraging advanced technologies and human-centered design, I thrive in dynamic environments where I can implement AI-powered solutions and optimize customer journeys. My commitment to fostering a customer-centric culture and aligning strategic initiatives with organizational goals ensures that businesses not only meet but exceed their customer satisfaction and revenue objectives.Key achievements include:✅ Onboarded AI-driven Qualtrics Discover and Engage platforms at J&J, collaborating with cross-functional teams to integrate experiential and operational data, securing a $1.5M investment, reducing annual integration costs from $200K to $20K through custom API development and strategic internal negotiations, enhancing customer journey insights for improved CX strategies✅ Leveraged data-driven insights to reduce the load time of a veterinary emergency app at Fuzzy by 86% (from 35 seconds to 5 seconds), enhancing user experience and potentially saving pet lives through faster response times✅ Spearheaded a robotics research project for DePuy Synthes, uncovering customer adoption barriers related to internal sales and education processes, which led to enhanced user training and marketing strategies, contributing to a 3.2% increase in product adoption and $288M in additional revenue✅ Analyzed user research at Dell to connect segregated data, identifying opportunities for VIP-level services for top accounts, influencing differentiation efforts for 30% of B2B customers and contributing to a 20% revenue growth from high-growth accounts in the first yearConnect with me if you'd like to network together, or check out my website for more references, portfolio, and more: www.jenxandra.com
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Voice Of Customer DirectorLumen TechnologiesJacksonville, Tx, Us
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Sr. Manager Of Customer Strategy And ResearchJohnson & Johnson Oct 2023 - Oct 2024New Brunswick, Nj, Us· Managed global cross-functional teams, a multi-million-dollar budget and facilitated stakeholder and leadership alignment to rollout an AI-powered VOC platform at Johnson & Johnson, on track to achieve 100% adoption and reduce time-to-insight by 50%· Spearheaded a robotics research project for DePuy Synthes, uncovering customer adoption barriers related to internal sales and education processes, which led to enhanced user training and marketing strategies, contributing to a 3.2% increase in product adoption and $288M in additional revenue· Conducted a strategic research project on hospital pharmacists, analyzing healthcare policies and selection processes to position J&J as the pharma of choice, resulting in increased market share for this €1.7B revenue stream· Analyzed 5K customer cases and identified that improving the order platform's low 68% CSAT could enable 80% of cases to be self-resolved, recommended platform enhancements to reduce support volume and achieve significant cost and time savings· Onboarded AI-driven Qualtrics Discover and Engage platforms, collaborating with cross-functional teams to integrate experiential and operational data, securing a $1.5M investment, reducing annual integration costs from $200K to $20K through custom API development and strategic internal negotiations· Established a global operating model for Research & Insights, standardizing cross-regional processes and implementing a consulting framework that supported $30B in business initiatives, enhanced data democratization, optimized project prioritization, and transformed team culture through streamlined intake, stakeholder engagement, and workload balancing· Directed the Customer Intelligence strategy and managed VOC analytics, partnering with over 30 internal stakeholders across Customer Support, Operations, and Marketing to drive CX transformation and continuous improvement, aligning initiatives with business objectives and fostering a unified customer-focused vision -
Director Of Voice Of Customer StrategyVmware Aug 2022 - Oct 2023Palo Alto, Ca, Us· Led global cross-regional CX teams, focusing on mentorship and diverse capabilities growth while partnering with executive leadership to streamline processes, align VOC insights, and convert complex customer data into actionable strategies that enhanced efficiency, expanded product offerings, and targeted new demographics· Implemented a continuous listening approach with always-on surveys and closed-loop feedback, collaborating with Support organizations to enhance training, introduce empathy programs, and establish executive escalation protocols, improving customer retention and addressing key support challenges· Spearheaded CX technology initiatives by implementing proprietary NLP capabilities in collaboration with cross-functional teams, automating verbatim feedback analysis across VMware products, saving over 100 analysis hours per quarter ($35K annually), and enhancing data-driven decision-making through improved transparency and data democratization· Conducted global customer research through interviews, operational data analysis, surveys, and concept testing, driving strategic CX initiatives that enhanced product alignment with customer needs and contributed to $35M in recurring annual revenue for VMware's professional services model· Collaborated with executive leadership to define the North Star customer journey by conducting extensive interviews with large enterprise and SMB customers, mapping digital experience pain points, and developing prescriptive value paths, resulting in a 10% increase in speed to adoption, a 5% improvement in customer support CSAT, and a 20% boost in SMB renewal rates -
Sr. Manager, Voice Of Customer ExperienceVmware Aug 2021 - Aug 2022Palo Alto, Ca, Us· Spearheaded the development of a VOC dashboard in collaboration with Qualtrics and IT, designing prototypes that enhanced data-driven decision-making across units and delivered $250K in cost savings· Directed the creation of dynamic customer journey maps, plotting touchpoints across teams and regions to optimize engagement metrics, align cross-functional teams around high-impact “Moments that Matter,” and increase transparency for data-driven decision-making· Transformed VMware's 40-question NPS survey into a concise B2B loyalty pulse by reducing survey length by 75% through data-driven analysis, increasing response rates by 5% and enhancing service quality with more actionable insights· Designed and implemented a Customer Success Manager CSAT survey integrated with services blueprint workshops and a communications strategy, surpassing global retention goals by 10% in the first quarter and driving a 285% increase in consumption through the onboarding/customer success campaigns
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Sr. Director, Customer Experience & Ux StrategyFuzzy - The Pet Parent Company Jan 2021 - Jul 2021San Francisco, California, Us· Managed a multidisciplinary team of 10 Member Experience Managers and 2 UX Research/Designers, shifting focus to relationship-driven sales, driving upsell and cross-sell revenue for the first time in company history· Leveraged data-driven insights to reduce the load time of a veterinary emergency app by 86% (from 35 seconds to 5 seconds), enhancing user experience, increasing SaaS renewal by 10%, and potentially saving pet lives through faster response times· Led a cross-functional VOC strategy by conducting in-depth quantitative and qualitative research, aligning teams around customer insights to drive a 15% reduction in churn and CEO-led shifts in product and service strategy· Directed a strategic reporting framework and stakeholder feedback process that aligned customer insights with company growth goals· Identified that both pet owners and first-time parents are more likely to subscribe to Fuzzy, providing sales and marketing teams with these and additional strategic insights that increased social ad conversion rates and enhanced customer acquisition strategies· Implemented NPS and post-chat surveys as part of a comprehensive CX program, standardizing SOPs to close gaps in the customer journey and enhancing overall service quality and efficiency, increasing NPS scores by 8 points -
Sr. Manager, Customer Experience Research And StrategyDell Jan 2018 - Sep 2020Round Rock, Texas, Us· Led a storage cross-journey data analysis and interview study influencing a $2.5B Enterprise account set, on track to achieve a 10% quarterly churn reduction· Analyzed user research to connect segregated data, identifying opportunities for VIP-level services for top B2B accounts, influencing differentiation efforts for 10% of B2B customers and contributing to a 20% revenue growth from high-growth accounts in the first year· Developed Design-as-a-Service methodology and managed the creation of 15 customer journey maps as an internal consultant, improving customer loyalty, and enhancing cross-organizational partnerships· Coached and trained 200+ employees through human-centered design workshops to restructure customer experiences and business processes, achieving an average 9.5/10 CSAT -
Manager, Employee Experience Design And StrategyDell Jan 2017 - Jan 2018Round Rock, Texas, Us· Collaborated with IT senior executives and the Chief of Staff for Dell IT to design and implement strategic employee experience programs and conduct employee assessments, with an estimated impact of 25% on employee satisfaction, enhancing transparency and executive decision-making through continuous improvements, data analysis, and actionable insights· Founded and led global employee resource groups to consult on cross-functional projects, designing and delivering workshops on Design Thinking and strategic problem-solving, enhancing employee experience programs through research, benchmarking, and prototyping solutions, providing curated recommendations and change management proposals to foster collaboration, inclusivity, and engagement
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Digital Strategy & Operations ManagerDell May 2013 - Jan 2017Round Rock, Texas, Us· Drove continuous improvement and increased operational efficiency by streamlining content processes through innovative, data-driven solutions and automation, resulting in $100K annual savings· Led digital product content management for LATAM consumers and ecosystem S&P products, generating $13M in revenue while managing a team of 8 content operations specialists
Jennifer Alexandra, Mba Education Details
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Rutgers Business SchoolMarketing And Supply Chain -
University Of FloridaEnglish And Women Studies
Frequently Asked Questions about Jennifer Alexandra, Mba
What company does Jennifer Alexandra, Mba work for?
Jennifer Alexandra, Mba works for Lumen Technologies
What is Jennifer Alexandra, Mba's role at the current company?
Jennifer Alexandra, Mba's current role is Voice of Customer Director.
What schools did Jennifer Alexandra, Mba attend?
Jennifer Alexandra, Mba attended Rutgers Business School, University Of Florida.
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