Jonathan Stone Email & Phone Number

Lindon, UT, US

Provo, UT And Seattle, WA, US

Lead global professional services for all of Qualtrics' product lines (Customer, Employee, and Strategy & Research), including technology and advisory services. Services pre-sales. Enablement & support of services partners.

Provo, UT And Seattle, WA, US

Led global professional services for Qualtrics' Customer-focused product lines (CustomerXM, BrandXM, ProductXM, and Research Services), including technology, advisory, market research, and analytics services.

Provo, UT And Seattle, WA, US

• Led delivery services for Qualtrics' Customer Experience (CX) solution for North and South America, including:
• Client and Program Management of all delivery services (consulting, configuration, custom engineering)
• CX Consulting on program design & methodology
• Technology Consulting for implementation, integration, and configuration
• Pre-sales scoping of services and solution architecture
• Training & enablement of Delivery Partners in the Qualtrics Partner Network

Provo, UT And Seattle, WA, US

Led Implementation function for Customer Experience (CX) and Employee Experience (EX)

Mclean, VA, US

• Lead diverse organization of 85+ responsible for Home Equity customer experience, operational improvement, digital product management, Quality Assurance, and Post-Closing operations
• Significantly increased customer satisfaction, driving Net Promoter Score up 15 points through process improvements, establishment of standard and training for customer-facing associates, and the creation of a.
• Doubled processing team productivity in two test teams within 6 months through a combination of lean operating principles and process innovation, including the introduction of analytically-driven smart process flow
• Delivered new dynamic Home Equity web application that substantially improved customer experience by providing interactive product selection and instant counter-offers, improving underwriting and processing productivity
• Reduced defect rate by over 50% by setting a clear, consistent bar and establishing a closed-loop feedback process to address root causes of defects upstream

Mclean, VA, US

• Led cross-functional Home Loans Strategy team of analysts and project managers
• Created disciplined, rigorous, and ongoing forecasting & governance process that played a crucial role in driving 70% year-over-year originations growth by setting clear targets, evaluating and prioritizing potential.
• Led a transformation in the way Marketing & Analysis team operated to speed up planning & delivery timelines to get ideas into market faster by using cross-functional pods; increased team’s rating of “It’s easy to get.
• Developed key strategic communications, including quarterly CEO business reviews
• Led key strategic projects, including the design of a streamlined mortgage product, definition of a jumbo mortgage strategy, and competitive benchmarking
• Led transformation of the data and reporting environment to improve data accessibility and quality, including the creation of self-service and automated tools that previously took weeks to develop manually

Plano, Texas, US

• Led cross-functional team in development and testing of company pricing strategytailored to both brick & mortar and.com, informed by customer research, analysis of elasticity & promotional lift, and price testing..
• Led store labor cost reduction diagnostic and competitive benchmarking, identifying $200-300M in labor savings through management restructuring, staffing model changes, process efficiencies, and workload reduction.
• Developed, implemented, and led team of 4 in comprehensive and rigorous approach to evaluating over 40 potential new brand concepts, food-and-beverage offerings, services, and other partnerships. Evaluated cash flow.
• Directly negotiated/supported negotiation of financial terms for more than a dozen complex new vendor partnerships, including establishment of financial targets, royalty and other payment rates, and cost sharing.

US

• Operations
• Led end-to-end drugstore promotional execution & availability effort identifying $100M+ sales opportunity in improved forecasting, ordering, and vendor collaboration.
• Reduced department store labor costs by over $20M while improving in-stock levels & merchandising consistency through lean transformation of restocking process across 1000+ stores, including training & performance.
• Created 5-year multi-channel supply chain strategy for department store to improve inventory deployment and support new approaches to serve customer.
• Developed more efficient capital investment process for Fortune 500 industrial company to capture over $20M in annual savings.
• Analyzed staffing operations for airline, developing long-term labor strategy to reduce cost by 10% while increasing employee satisfaction.Retail Pricing, Promotions, and Marketing

US

Coordinated efforts of multiple cross-functional teams in ongoing development of $6MM software for 3-D subsurface visualization, delivering planned features on schedule. Identified opportunity to significantly improve development process and secured management approval despite resistance, increasing team productivity by 50%. Evaluated potential product.

B.S., Dual Major: Computer Science And History

Mba, Corporate Strategy