Katie Webster Email & Phone Number

United States

- Lead implementation of the customer journey analytics solution, ensuring cross functional alignment with stakeholders and business needs - Collaboration with technical teams, third-party vendors, and business throughout the project lifecycle to foster improvement, innovation and collaboration - Development and execution of project plans, including timelines, resource allocation, and deliverables to ensure project objectives are met within scope, schedule, and budget- Adherence to best practices, regulatory standards, and compliance requirements throughout the implementation process- Identification and mitigation of risk

United States

- Focused on customers primary pain points and mitigation of negative experiences within the customer journey and our products- Implemented a Natural Language Processing model/Customer Health Dashboard - Enhanced and created customer loyalty and customer health metrics - Created processes and procedures to ensure regulatory compliance within Voice of the Customer (VoC)- Managed both direct and indirect reports; Customer Experience Specialist, UX/Market Researchers, ReOps specialist, and our CX Task Force core team- Oversaw our Acorns Ambassador program - Researched! Researched! Researched!!!

United States

- CX expert on everything about our products, customers and their experience - Aided in the vision and strategy for the customer insights program while championing our customer research communities - Identification of key opportunities/improvements to further Acorn's customer experience- Leveraged VoC insights and models to assist in telling our customer's story

San Antonio, Texas, United States

- Development of retail initiatives, processes, and efficiencies through the management of an amazing team- Leader of Corporate Sales Council providing governance to our Sales and Teller programs- Leader of CX initiatives by championing our Customer Experience committee with a focus on design thinking - Driver of customer health and loyalty KPIs/ KRIs across multiple business lines- Core team member for projects and roll-outs affecting retail customers- Corporate leadership trainer for management and upper level management

San Antonio, Texas Area

- Develop and execute Customer Experience market strategies - Committed to putting the customer at the center of our business by determining customer wants and needs- Partner with global leaders in Customer Experience marketing and strategy through Program Management - Team with Business Lines and Market Leads to implement needed Products and Services

San Antonio, Texas Area

- Partnered with business executives across all markets to assess needs of the retail branch network - Partnered with report developers to provide automated reporting to departments across the company - Managed projects where Sharepoint, Reporting Services, Infopath and Silverlight were used as the primary technology for automating branch processes - Member of Corporate Sales Council; managed sales initiatives, strategy, performance, and accountability programs for retail employees - Corporate facilitator on the IBC Leadership Team; facilitated sessions based on the company's core competencies

San Antonio, Texas Metropolitan Area

- Supervised employees while creating energy & productivity within Online Banking, Mobile Banking, & Treasury Management - Created and maintained policies and procedures - Core team member on advancing bank platforms inclusive of implementing and testing new products- Collaborated with other departments to find the best online solutions for customers

San Antonio, Texas Area

- Ensured uptime within Online Banking, determine cause and resolution for outages - Researching defects and resolutions within our Mobile Banking Platform- Created marketing designs across corporate channels - Responsible for content management of our internal and external website via extensive knowledge in Microsoft SharePoint