Enterprise Stakeholder/Marketplace Insights & Experience Executive with responsibility for ensuring that growth across all lines of business originates from a deep understanding of our users and results directly from solving the most pressing and persistent issues in the healthcare space. My scope includes the oversight of six enterprise capabilities in the areas of Stakeholder & Marketplace Insights, Experience Activation & Design & Voice of Stakeholder Analytics in addition to leading Enterprise Customer Experience Strategy and our Customer Experience Operating Model to ensure cross-functional orchestration of our strategy.I am proud to lead an organization of customer-obsessed team members who work every day to ensure that a deep and comprehensive enterprise understanding of stakeholder and marketplace trends & needs translates directly into the prioritization and delivery of end-user experiences that deliver both business value and customer advocacy. Key highlights of my tenure in this role include:- Led the development of Cigna's Customer Protection Program to safeguard customer against the risk of out of network surprise bills for COVID testing.- Served for three years as the delivery lead for our Customer Portfolio which consisted of $100M+ in annual investment to drive customer experience improvement across Digital, CRM, Service & Clinical Operations, during which time we doubled NPS and delivered $500M+ in affordability and operational efficiency.- Consolidated fragmented voice of customer programs and teams under a single leader/function to drive program efficiencies, consistency and value.- Grew the team from 12 to 65 FTE over the last 4 years by expanding and redefining the capabilities under our Customer Experience Management function.

Customer Experience lead for the US Consumer Card division which includes the Charge, Lending and Cobranded Card portfolio, Card Services, Membership Rewards and Pricing. Also served as the Operational Excellence lead for the organization and Regulatory Affais liaison for internal auditors and external regulators including the CFPB, Federal Reserve, FDIC and OCC.Our focus on voice of customer listening via NPS programs, complaints tracking & escalations provided key insights that enabled us to identify and eliminate customer-impacting defects as well as act early on customer & marketplace trends to drive continuous improvement & innovation in our offerings and experiences. Led a team of 30 employees that focused on process monitoring & improvement, voice of customer analysis, and third-party management to ensure that the American Express brand promise was delivered in every customer experience, every day.Key highlights of my tenure in this role included:- Implemented processes to identify and resolve issues which led to 33%+ improvement in cycle times.- Introduced organization-wide customer call listening sessions to highlight opportunities for the business to better serve the needs of our customers and front-line agents.- Led American Express' EMV (chip in Card) strategy and implementation roadmap.- Led the launch of American Express' Free FICO score benefit for customers.

Served as a strategy implementation lead within Global Customer Service as the organization was transforming itself from a transactional to a relationship posture.With a goal of doubling transactional NPS from 36 to 72 in three years, my team was responsible for understanding the key drivers of customer experience & satisfaction as well as servicing cost to map out plans that would enable us to realize the NPS goal while maintaining or reducing total cost to serve.We led ideation activities to identify next generation capabilities and solutions in the areas of knowledge management, platforms & channels, and process improvement that would deliver impact and implemented several of the highest leverage opportunities during my tenure.In addition, my team led change management activities across the Global Servicing Organization to orient nd engage both front line and back office employees to the transformative nature of relationship servicing.Key highlights during my tenure in this role included:- Led the development of American Express' first social media servicing team to ensure that our servicing footprint extended into the channels where our customers expected us to engage with them.- Implemented behavioral science principles into servicing conversations where we hypothesized that 'nudges' would deliver differentiated outcomes, including disputes, POS denial and collections calls.- Led the implementation of a temporary service center in South Africa during the 2010 FIFA World Cup to ensure customers attending the event had access to services.

Product manager for the Jet Blue Cobranded Card and led all Loyalty & Engagement marketing for cardmembers as well as service strategy and design.Oversaw the digital experience for the launch of the card , including application, product & benefits pages and card management portal experience. During my tenure in this role, we grew quarter over quarter average cardmembership, cardmember spend and non-JetBlue spend. We also managed yearly voluntary attrition below targets and earned the highest customer experience scores of any card in the CoBrand portfolio

Led digital experience & marketing for our Consumer CoBrand Card portfolio, including Delta, Hilton, Starwood and CostcoOversaw American Express' Online Enrollment Tool for promotion eligibility to ensure appropriate spend-based bonus fulfillment across all product promotions and minimize waste.