Director, Customer Experience
Niagara Falls, Ontario, Ca
I led an insights-based customer experience program, collaborating across the organization to drive innovation and transformation to elevate the experience at both Fallsview Casino Resort and Casino Niagara - part of the Mohegan Gaming & Entertainment family. In addition to leading a lean-based process improvement initiative, I provided thought leadership on research methodology and experience design for all lines of business to improve customer satisfaction, loyalty, and operational efficiency.