Promoted to define and lead a service-oriented experience program for all same-day services, including retail, telehealth, and urgent care, spanning across five states and accounting for over 3.2M visits annually.Responsible for developing annual KPI for each line of business and providing key updates on performance to executive leadership team members.Managed a team to scale and strategically align employee recognition, patient experience surveying, and feedback resolution across all same-day services. Initiatives led to year-over-year increases in employee engagement across all same-day services and a post-visit survey response rate from 5.6% to 18.2% for the urgent care team.Drove all efforts in the launch and development of an automated patient experience scorecard for the division, enabling management to easily view performance and take action, whether to highlight best-in-class experiences or develop plans for improvement.

Developed a consistent approach as related to patient and caregiver experience across ExpressCare retail health, ensuring alignment with executive teams and frontline caregivers.Continuously enabled discovery of innovative improvement opportunities allowing the business to meet consumers where they are, including the launch of a text-based surveying tool which led to a post-visit survey response rate from 7% to 22%.Coached managers, as well as individual providers, to deliver best-in-class experiences while placing emphasis on authenticity and human connection. Results led to a Net Promoter Score of 93.2 for the retail business.Placed key emphasis on culture through the development of an engaging customer experience onboarding course while connecting the organizational mission with CX best practices.

Key point of contact for patient experience data analytics. Responsible for performance scorecards, annual goal setting, patient experience survey administration, and data deep dives across the Swedish Health Services system.Managed the implementation of Spoke, an automated customer feedback tool. Led design sessions with cross-functional stakeholders to align on all data reporting elements in this system as well as the seamless integration of multiple data sources into a single product.Managed and reported the ongoing status of system-wide KPIs to executive leadership across the entire organization for the Chief Operating Officer.Implemented patient experience deep dive and action plan process, providing insight into areas of opportunity and championing areas of success with managers and staff.

Oversaw multichannel marketing and communications for publishers including strategy, execution, and analysis for all onsite, email, mobile, and social media campaigns.Managed the email channel for the US Books team, including implementing campaigns for key Amazon initiatives such as Holiday, Summer Reading, and Fall Reading.Analyzed and communicated results of marketing, promotional, and customer experience efforts to internal stakeholders and external partners.Worked cross-functionally to implement new marketing strategies, with the goals of driving long-term revenue, improving customer engagement, and simplifying internal workflows.

Developed and effectively communicated best practices for analyzing online behaviors, configuring and implementing web analytics technologies, and interpreting data.Led efforts to define digital KPI and streamline institutional dashboards based on business goals and marketing campaign results.Educated and coached marketing teams to actively identify opportunities for improvement according to business objectives, while managing proper collaboration and delivery timelines with each area of the department.

Drove digital measurement strategy, from KPI discovery to reporting and analysis methodologies, and ensured alignment with clients’ business goals and best customer experiences.Presented actionable recommendations to key stakeholders, focusing on site optimization, based on established KPI.

Provided insight with digital planning and new business opportunities.Offered detailed analysis and optimization recommendations on live and future digital campaigns.Prepared POV’s based on industry related research opportunities to provide clients with a holistic view of analytic opportunities.Identified solutions to meet client demand and need.