Joe Salerno Email & Phone Number

Mountain View, California, United States

San Francisco Bay Area

Key member of the Experience Practice, providing advisory services to clients primarily in financial services, including overall CX strategy development, competitive assessments, stakeholder and user research, journey mapping, segmentation/personas, KPI development, experience design and NPS program planning.

San Francisco Bay Area

Led team’s transformative efforts in establishing a customer-centric culture. Dramatically increased understanding of needs, pain points and perception of products in the marketplace. Routinely evangelized the VoC through presentations, lunch-and-learns, design workshops, dashboards, newsletters and curated libraries. Drove annual learning agenda. Impacted goal setting and roadmap development. Championed groundbreaking, closed-loop CXM program involving 500k B2B customers worldwide:• Partnered with Support, Customer Success, ProdDev, Marketing and Sales on an ongoing basis. • Oversaw onboarding and global rollout of the Medallia platform.Drove key business decisions through targeted research and analyses: • Led comprehensive “ideal state” segmentation initiative for small and mid-sized businesses; output included a layered, differentiated design solution, a new pricing model, tailored messaging and detailed guidance for ProdDev and Support. • Guided direction for platform integration efforts through comprehensive “audit” to establish key experiences sought by partners and developers. Advanced thought leadership through reimagined industry benchmarking initiatives: • Represented Visa via multiple public speaking engagements, webinars, and panel discussions, including collaboration with representatives from Microsoft, Netflix, Comcast, Groupon, Sony PlayStation and TicketMaster.

Foster City, Ca

Responsible for partnering with internal groups across Visa to incorporate the VoC into all business planning and decisions impacting experiences of consumers, clients, partners and employees. • Facilitated business and technology roadmaps for Visa’s global extranet by developing the B2B Portal Assessment Strategic Opportunity study. Included phased qual and quant UX research across 17 sites. • Enabled partner prepaid fee strategy, branding and key communication elements by leading foundational research for the Clear Prepaid standard for consumers advocated by Visa’s President. • Aided development of joint rewards programs with BP and Chevron through in-depth consumer research. • Informed key actions for Credit and Debit teams worldwide by revamping and leading Visa Product’s flagship, the Global Consumer Payments Tracker. Took to “next level” through extensive planning with regional constituents. • Identified enhancements to Visa Online by leading its annual UX/CSAT study.

Foster City, Ca

• Partnered with Global Acquirer Processing to assess potential and guide next steps for the Visa Merchant Direct Exchange, enabling direct connectivity with VisaNet, as well as the Visa Integrated Redemption Platform, facilitating consumer redemption of Visa card-linked offers instantly at POS. • Drove VoE efforts by revamping the Visa Global Employee Survey and follow-up consulting with senior leaders. • Guided Visa and partner strategy development for General Purpose Reloadable Prepaid cards in U.S. and Canada, including through comprehensive consumer segmentation, decision journey and media consumption initiatives. • Informed small business strategy through North American Small Business Cash Management study and Int’l Commercial Offers Program research in Japan, Australia, Brazil, and South Africa.

Formalized efforts to grow thought leadership, resulting in significant gains for PR, Marketing and BusDev. Collaborated extensively with Financial Services and Insurance practice groups and senior management. Disseminated customer insights and competitive intelligence. Played key role in development of the flagship Global Risk Barometer initiative, as well as Internal Audit Capabilities & Needs, Moving IA Back into Balance, Loss Prevention and Fraud Risk Management publications.

Led research and strategic consulting for Novartis, Nike, Abbott Labs, Canon, Kraft, Coca-Cola, Nokia, Colgate-Palmolive, Diageo, Nestlé, Tetra Pak, Unilever, Clorox, ConAgra and other top brands. Results included stimulation of innovation, reduced costs and time to market, and improved awareness, trial, repeat, market share, CSAT and quality.

Took over and grew key accounts. Responsible for project design, analyses, and consulting.

Oversaw execution of primary research studies. Conducted analyses and reporting.

Mba

Ba, Design Studies

Education record