Kimberly Eubank Email & Phone Number

• Advise companies interested in digital, or customer experience transformations • Conduct discovery and develop recommendations based on findings and end-state goals

Lexington, Ky, Us

Led digital transformation vision and execution for company; removing technical debt, streamlining and automating work processes and driving new ways of working.• Defined strategy and led transformation execution efforts for end-to-end evolution across touchpoints.• Led IT and Digital orgs in daily operations (RUN) as well as in new development initiatives (BUILD).• Selected, negotiated contracts, and managed relationships with strategic partners/vendors to facilitate day-to-day and transformational efforts.• Oversaw company architecture, development, and maintenance including but not limited to CRM, ERP, EDI, TMS, Integration Layers, Web, Ecommerce, Telephony, Data, Infrastructure and Security.

Peachtree City, Georgia, Us

Led customer experience transformation vision and execution across the North American ecosystem including digital, customer care and marketing (print, tradeshows, digital/social communications). Directed a staff of ~275 professionals focused on redefining and optimizing our agent and distributor journeys across the US and Canada. Responsible for $23M OPEX Budget and $34M transformation budget.• Oversaw digital transformation efforts for North American business to achieve end-to-end evolution across all customer touchpoints.• Defined digital strategy for business unit; including redefining how industry interacts with agents, distributors, specifiers and contractors.• Oversaw cohesive marketing strategy; built brand awareness, ensured positioning and demand generation across digital, social media, print and tradeshow channels.• Drove customer experience improvement initiatives to improve experience and ensured cohesiveness throughout the business• Led customer operations organization to optimize and accelerate business performance and customer experience.

Charlotte, Nc, Us

Owned the vision, strategy, roadmap and execution of experience improvements and efficiency gains to the authenticated digital experience. Lead a team of 25 product developers delivering via Agile.• Drove improvements to the digital experience and tackled efficiency opportunities such as contact deflection in call centers and branches, mitigation of digital fraud losses, digitization of manual processes and increased self service capabilities; ex. paperless initiatives estimated to save ~$4M/year in perpetuity and complaints down 10% YOY as a result of improved capabilities.• Defined and oversaw digital product development governance processes; led organization through Agile development evolution. • Increased team throughput 4X from prior leadership and expanded mobile and online functionality to close gaps to competitors; brought more solutions to our customers and more savings to enterprise.• Overhauled team; realigned job roles, hired A-team talent and skilled up for increased productivity.

London, Gb

Hired one year post-launch to scale the organization for growth. Owned operational elements of the start up Americas mobile business including Customer Operations, Program Management, Customer Experience, Marketing, Offer Management, and day-to-day Business Operations. This role led a staff of approximately 40 FTEs and oversaw a $45M budget. The Americas Division was focused on serving multi-national B2B customers.• Owned all elements of mobile segment commercials including P&L, mobility business case, technology interface, product/market fit and offer development.• Optimized organizational structure to evolve the Americas business and offerings; including defining long term strategy, roadmap and development prioritizations.• Defined and executed Americas’ customer experience through all touchpoints and sales channels.• Ensured alignment of local and global capabilities in matrixed environment.• Led in-depth review of the business proposition, market potential, competitive environment and business case update to determine future investment levels. Outcome of work was decision to cease American mobile operations due to lack of long-term viability.• Developed and executed mobile unit shut down plans; including staff reductions, customer transitions, supplier relationship terminations and facilities rationalization.

Alphen Aan Den Rijn, Nl

Recruited to develop and execute a business transformation to institutionalize operational excellence and evolve the customer experience in the Customer Support Organization of Wolters Kluwer’s domestic tax division. This role was directly responsible for the software support strategy and led a staff of approximately 450 FTEs.• Communicated the business strategy in an inspiring and motivating manner to all layers of the organization.• Institutionalized a metrics-driven approach to performance and experience evaluation and management. • Led a comprehensive talent review of the organization to assess job roles, define optimal organizational structure and evaluate staff capabilities to ensure a high-performing team which develops future leaders. • Led system and process initiatives through multi-disciplinary teams that accelerated business performance, customer experience and financial results.

Dallas, Tx, Us

Leveraged Net Promoter Score® as the key measurement and change methodology to facilitate a customer-focused cultural shift within the mobility organization. Identified, championed and led customer experience initiatives for the business. Managed a $50M budget.• Authored the AT&T Mobility Customer Experience strategy document which aligned functions and business units on the go forward target customer experience, the foundational IT architecture and the execution methodology.• Oversaw experience development for key transformational programs which provided cornerstone capabilities to improve the customer experience and ensure an omni-channel parity of experience between channels. These initiatives included Identity and Access Management and improvement of the Onboarding and Order Management journey for customers. • Designed and delivered a corporate-wide tool which collected employee feedback in a closed loop system to address system, process, policy or execution issues which adversely impacted the customer experience. • Oversaw creation and managed use of an initiative valuation model which allowed customer experience initiatives to have a monetary valuation for inclusion in business cases for funding and prioritization based on Net Promoter Score® principles.• Drove definition of customer experience initiative portfolio and monitored progress of the portfolio; managed status and budget.

Dallas, Tx, Us

Coordinated cross-functionally to drive strategic decisions as they related to the customer experience launch for AT&T’s proposed merger with T-Mobile. Ensured that strategy resulted in a frictionless migration for 30M customers and that the strategy addressed, business, customer, network and operational needs. Oversaw development of a comprehensive testing and post-production support plan. Merger efforts were terminated due to legal/regulatory roadblocks prior to execution of the above plans.• Defined the comprehensive cross-functional strategy for Common Service Experience launch• Served as key cross-functional lead for all functions as it related to Customer Service Experience planning• Drove decisions with peers/senior leadership and communicated results for incorporation into the plan

Dallas, Tx, Us

Led product development initiatives and operations in newly launched Emerging Devices Organization. Provided crucial strategic and operational oversight to team engaged in developing and bringing innovative wireless devices to market on a branded and unbranded basis (including, but not limited to cameras, picture frames, netbooks and telematics). Managed team of 5 product developers, oversaw individual contributions, allocated resources and devised and implemented broad portfolio strategy. Managed $40M capital and $20M expense budgets. • Met consumer needs by creating session-based data platform strategy that enabled development of pay-as-needed rate plans for data-only devices, including laptops and gaming equipment. Grew Session Based Pricing product to 2M subscribers and over $600M in revenue over a 2 year period.• Enabled key product development initiatives to move forward by spearheading development of a functionality roadmap for technical enhancements for key external and internal support platforms.• Seized competitive positioning advantage by successfully directing technical integration of Jasper Wireless machine-to-machine product suite into the Emerging Devices Organization.• Proactively demonstrated potential value of initiatives to secure capital funds for programs.

Dallas, Tx, Us

Directed a team of 12 in the Tri-States field operations market (Ohio, Western Pennsylvania and Northern West Virginia). Ensured comprehensive operational readiness for a customer base of 2.7M (2.1M branded) and 15M pops as well as more than 100 retail stores and 75 local agents. Managed incentive program payments for approximately 1000 direct and indirect representatives. Led market communications initiatives and training efforts. Coordinated store openings, closings and relocations to meet changing market needs.• Significantly improved field communications, establishing simplified formats and processes to streamline content and promote sales force readership.• Ensured high workforce engagement by skillfully managing quotas, compensation, reporting analytics and table maintenance processes.

Dallas, Tx, Us

Directed high-profile project initiatives, including a $250M, 18-month program to integrate and transform Cingular’s B2B systems and processes. • Successfully built consensus on strategy and led large, cross-functional project teams involving approximately 100 participants engaged in delivering major business transformation initiatives.• Identified, tracked and managed nearly 300 sales and customer service operations issues to significantly improve customer experience in newly integrated organization.• Consolidated B2B systems from 19 to 4 in 18 months and nearly doubled gross web additions year over year from 2004.• Cut number of calls into Business Customer Care unit by 5 points, elevated 1st call resolution rate by 14 points and reduced cost per subscriber significantly.

Dallas, Tx, Us

Played key role in post-acquisition integration effort, earning promotion to director in recognition of exceptional performance, working with cross-functional teams to develop and implement an integration plan for a seamless transition for more than 40M customers. Spearheaded planning for $80M Day 1 initiatives designed to create a unified customer experience within 30 days of merger closing, addressing technical, operational and political obstacles to achieve plan initiatives. Managed comprehensive support for 70K tests conducted nationwide and oversaw completion of 2M training hours across employee base. Successfully deployed more than 70 applications to legacy units and systems within 20 days after acquisition close date.

Bachelor Of Science - Bs, Communications

Mba