• Created 2 new digital Voice of the Customer (VoC) programs utilizing Medallia, delivering data-driven insights and actionable recommendations to senior leadership to enhance customer engagement and drive business performance.• Consolidated and standardized 10+ existing surveys programs into 6, cultivating relationships with key stakeholders to ensure alignment of strategic priorities and on-time result delivery. • Founded and facilitated a monthly VOC Core team meeting with stakeholders from 6 business units, promoting and driving CX alignment across departments by reviewing program timelines, sharing best practices, and providing Medallia platform training and coaching on federal VOC standards.• Conducted 30+ in-depth customer interviews to develop personas and journey maps, leveraging insights to drive the UX/UI redesign of 20+ exporter pages on trade.gov and enhance user experience. • Developed 5 comprehensive CX feedback guides and hosted 10+ stakeholder/business unit leader training sessions, ensuring successful execution of CX feedback programs and aligning cross-functional teams on best practices.

• Drove ~$500K in new business by collaborating with senior leadership to identify growth opportunities, creating customized proposals, and leading high-level presentations to executive teams, resulting in expanded client relationships and increased revenue streams.• Managed cross-functional teams of 3+ consultants to design and execute digital and customer experience (CX) strategies for 10+ clients, delivering comprehensive roadmaps that aligned digital initiatives with business objectives and fostered measurable growth.• Led strategic workshops with senior clients to define digital transformation goals, utilizing market data and analytics to optimize customer engagement strategies, streamline operations, and deliver sustainable business outcomes.• Orchestrated the development of 10+ CX and digital transformation initiatives across multiple industries, producing key deliverables including customer journey maps and personas that provided actionable insights to improve user experience and drive customer satisfaction.• Provided mentorship and guidance to 10+ senior consultants, refining their skills in strategic analysis, client interviews, and report creation, leading to enhanced team performance and higher-quality deliverables for client presentations and executive reviews.

• Shaped the analytics team’s strategy, overseeing the development of core service offerings, recruitment, revenue forecasting, and project staffing, ensuring alignment with business objectives and driving team performance.• Drove 80% revenue growth by managing client relationships across the Public Sector and Canadian markets, securing $5M in software renewals and generating $400K in new business annually through data-driven presentations.• Directed 30+ data-driven engagements for B2C and B2B clients, applying advanced statistical modeling in R to analyze diverse data sources and quantify the impact of CX/EX initiatives on operational and financial outcomes.• Managed key analytical projects such as Key Driver Analysis, Text Analytics, A/B Testing, and Customer Journey Mapping, delivering insights that informed client strategies and drove measurable business growth.• Led the development and delivery of 40+ training sessions for Medallia clients, enabling them to replicate complex analyses and maximize SaaS ROI through hands-on coaching in VOC/VOE best practices.

• Coordinated customer experience strategy across multiple business lines, collaborating with senior leadership to integrate research insights into actionable initiatives that enhanced employee engagement and operational efficiency. • Developed and launched an annual customer touchpoint survey, resulting in a 15-point increase in NPS and a 3% rise in member renewal rates by identifying and addressing key pain points through targeted CX initiatives. • Led cross-functional teams in executing 50+ strategic CX/EX research projects, aligning insights with executive-level goals to drive impactful decisions across HR, marketing, and product innovation.

• Guided the strategy and execution of 7 Voice of the Customer programs, leveraging data-driven insights to inform senior leadership decisions, implement targeted coaching initiatives, and develop training programs that drove significant improvements in customer satisfaction and employee performance across multiple touchpoints.• Led and managed cross-functional teams of 5-7 researchers and 2-3 vendors in the successful execution of 6 concurrent research and consulting projects for Fortune 500 clients, driving strategic business outcomes and enhancing customer experience across both B2B and B2C sectors.• Developed and implemented comprehensive project timelines, specifications, and workflows, optimizing operational efficiency and reducing project costs by 15%, while ensuring alignment with client expectations and business objectives across industries including insurance, retail, and call centers.

• Prospected, cold called, solicited, and generated new sales for telephone, data, and video cable services for small to mid-sized clients.