Jon Muncher Email & Phone Number

Englewood, Co, Us

United States

CX Analytics provides insights on customer behavior and survey feedback to improve the end to end experience

United States

My team manages the Wireless Digital CX platforms for call routing, Interactive Voice Response (IVR) and chat

Meridian, Co

As senior analyst for our customer journey team, I examine trends in customer behavior and survey feedback to identify and measure customer experience improvement opportunities

Greater Minneapolis-St. Paul Area

During my first project with Carlson Consulting Enterprise, I developed a multi-year procurement roadmap using industry best practices to streamline purchasing and demand management strategy, resulting in a 10% cost savings for client's material purchasing and operations.My second project with CCE offered an opportunity to lead a team of 4 Carlson students to develop a "gameboard" of M&A options to take action against disruptive ideas being generated in four salt-related segments (food, water, de-icing and new uses). After analyzing market trends across each segment, we identified strategic opportunities for our client by constructing a prioritized list of M&A, JV and partnership targets using an attractiveness/feasibility matrix. Our final deliverable included over 30 company profiles to meet short and long-term objectives in each of the four segments.My final project with CCE sought to develop an aligned view of what it means to deliver outstanding customer experience for a major OEM filtration solutions supplier. Leading a team of 4 Carlson students, I interviewed internal and external stakeholders to map key interactions between our client and customers that highlighted moments of truth in the customer journey. After discovering pain points from client's employee and customer perspectives, we identified best practices in CX to determine gaps between the client's current practices, best practices and customer needs. Our final deliverable included a recommendation on enhancing customer experience with cost-effective solutions over a two year period with an implementation roadmap and metrics for evaluating the success of the customer experience initiative.

Seattle, Wa

Outlined a 12-month marketing rollout plan to launch a new product for the last mile delivery industry. Assessed and prioritized U.S. regions to determine where and how to launch the product using cost-effective, scalable marketing channels. Collaborated with marketing, operations and business development teams to define a regional market test to validate the effectiveness of product and marketing strategies.

Foshan, Guangdong, China

Managed the product life cycle for motion-sensing controllers and audio equipment for the music effects industry. Led a cross-functional team of designers and engineers to develop and market effect pedals. Met with electronics vendors and manufacturers in China to negotiate production contracts.

Foshan, Guangdong, China

Established an English training center for students and business professionals with a focus on smaller class sizes, using up to date materials and modern technology to solve common learning problems and improve student test scores on standardized English exams in China. Developed a core curriculum for grade school students and negotiated printing deals with book publishers. Developed 40-hour business English training programs for local branches of global corporations and public institutions.

Foshan, Guangdong, China

Taught full-semester courses to university students majoring in English and International Trade. Mentored graduating seniors preparing for campus recruiting interviews, internships and study abroad programs.

Foshan, Guangdong, China

Developed promotional campaigns to increase school enrollment by expanding business English training to new sectors including banking, hospitality and law enforcement. Taught classes to a diverse group of students and proficiency levels, ranging from beginner to industry-specific business professional. Conducted employee training and coaching for English teachers and assistants to improve student retention.

Master Of Business Administration (M.B.A.)

Bachelor’S Degree, Political Science

Activities and Societies: Member of National Honors Society Phi Beta Kappa. Assisted in founding Diversity Ethics Peace Student.