Katchen Laquer Email & Phone Number

Omaha, Ne, Us

Omaha, Nebraska, United States

In my role as Lead Insights Program Manager, I collaborate with senior leadership to craft a comprehensive research strategy that aligns with our company's goals and objectives. I work hand-in-hand with various teams across the organization, including product development, marketing, sales, and customer support, to implement CX initiatives and enhancements. I design and implement feedback mechanisms to gather insights from customers and connect opportunities to operational metrics. I assess and implement CX technologies, such as CRM systems and analytics platforms, to support our initiatives and improve efficiency. I champion the voice of the customer within the organization, advocating for customer-centric decision-making and ensuring that customer needs are prioritized.

Remote

During my tenure at Quartz Health Solutions, I honed my skills as a CX Business Insights Analyst. My responsibilities included conducting deep-dive analyses across various data sources to identify trends and anomalies, collaborating with cross-functional teams to synthesize insights, and translating business objectives into actionable data requirements. I excelled at delivering results through presentations and data visualizations that outlined problem statements and actionable recommendations. I also managed and maintained product-specific needs, recommending changes and leveraging data to provide valuable insights.

As the Category Assortment Editor at Hayneedle.com, I was responsible for enhancing the customer experience by curating a SKU catalog based on customer needs. Managing 32 categories representing $10 million in annual revenue, I built assortment strategy guidelines and directed teams to expand assortment from key brands. I also sourced and acquired new suppliers to fill assortment gaps and collaborated with various teams to optimize content and site placement. I developed customized reports and dashboards to monitor progress toward business goals.

Greater Omaha Area

In my role as the CX Product Owner at Hayneedle.com, I developed and managed an enterprise-level Voice of Customer program strategy and roadmap. I facilitated customer survey programs across multiple functional areas and consistently championed a customer-centric approach by providing insights and data to measure products, processes, and experiences effectively.

During my time as a Business Analyst at Lincoln Financial Group, I participated in various stages of the Software Development Life Cycle, including requirement elicitation, analysis, testing, and change management activities. I played a crucial role in documenting business processes, creating business requirement documents, and serving as a liaison between business partners and software development teams. My strong analytical and project management skills were essential in identifying project intersections and mitigating potential risks.