Manage global benchmarking survey measuring customer experience with AB and competitors across 10 markets and analyze quantitative and qualitative data to provide performance metrics and inform strategies to improve messaging, competitor monitoring, and products resulting in $148M lift in revenueAutomate delivery of insights and enable self-serve improving researcher capacity and efficiency by ~40%Manage survey operations, reducing backlog and creating lists, email assets, campaigns, and working with regional POCs to launch surveysScale Insights Community panel by 250% to increase speed to insights by 35%Work with legal and finance teams to get approval for more than $1.5M in funding with vendors to support more than 25 projects and saving 5 weeks per projectTransition team to Asana for project management for faster and more accurate project tracking and reportingManage 3 contractors, including prioritization processes and roadmaps

I provide consulting and advisory support to help stand up best-in-class member experience program to TMA. TMA exists to improve the health of all Texans by empowering physicians in the practice of medicine. I deliver their annual NPS survey to the Texas Medical Association to measure member loyalty and satisfaction with benefits and services, leading to increased localized support including town halls to engage and communicate advocacy positions and efforts. In addition, I provide research and member opinions and attitudes on policy issues, including Medicare payment and health IT to support communications, public relations (PR), and advocacy.

Led audience segmentation based on attitudes and behaviors to inform marketing and product roadmaps which led to identification of 6 segments, including a segment representing 38% of total addressable market with high long-term valueImplemented an enterprise voice of the customer/NPS program to identify customer needs and pain points and worked with Reputation Management to incorporate feedback on social media channels to provide a comprehensive view of customer satisfactionPartnered with HR and departments to measure employee engagement and team effectiveness, which led to clarity of roles and responsibilities and clearer long-term goals and strategiesInformed brand positioning and campaigns exceeding brand health benchmarks by 50%

Provided recommendations on creatives based on focus group researchPerformed drivers analysis to identify marketing channels and attributes driving KPIs (Aided Awareness)Provided analysis and insight into audience awareness and ad recall among those in-market for housing as represented by use of services like Zillow and Credit Karma, which led to targeting audiences with tailored creative in paid social channels with 267% higher than average ROI for campaigns

Increased relationship NPS 12 points by driving improvements in product experience and business operationsLed the prioritization of 13 strategic initiatives by driving an insights to action cultureTransitioned tracking surveys from vendor management, leading to cost savings of $250K a yearScaled NPS surveys across ESI's lines of business to measure customer experience across key moments that matterPartnered with cross-functional teams to provide qualitative research (interviews) and quantitative research (surveys) into the onboarding experience, which led to 3 initiatives to improve onboarding experience

Developed and managed the relationship NPS survey program to collect, analyze, and interpret feedback to improve product and service experienceEstablished the rhythm of VOC readouts, providing cross-functional and senior leadership-level visibility and alignment on goals 4x a yearScaled in-product intercepts and feedback channels, including ESI's corporate/B2B website feedback to inform site redesign (https://www.express-scripts.com/corporate/)

TMA's health policy team exists to further the interests of Texas physicians and their patients with politicians, regulators, opinion leaders, and others who shape the the political and legal context for their practices. They engage with the media to support Texas physicians and the health of all Texans.I was the first full-time, dedicated researcher. I led research on the practice medicine and produced strategic reports with policy and and advocacy recommendations. These reports were compiled from a variety of sources, including but not limited to primary research with members.In addition, I measured member experience and satisfaction with TMA's products and services and research for continuous improvement activities.

I provided consulting on customized qualitative and quantitative research projects for Fortune 500 clients.

I managed data for the Seton Heart Specialty Care and Transplant Center to improve cardiac care and heart failure management and maintain compliance with regulatory agencies, including maintaining 85% survival rate 1-year post-transplant.

Managed a phase IV, placebo-controlled clinical trial (n=200) investigating short- and long- term effects of gingko biloba and therapy on female arousal disorder

Managed cognitive psychology lab and increased the number of lab tests 2X