Responsible for developing and implementing customer-centric strategies across Randstad marketing programs to improve customer engagement and loyalty across multiple concepts. Responsibilities include hosting team stand up calls, reviewing project work, defining priorities and communicating with leadership

Responsible for developing and implementing customer-centric strategies and programs to improve customer engagement and loyalty across multiple concepts. Responsibilities include driving continuous improvement of the customer experience by leveraging data and insights collected through the Customer Satisfaction Survey (CSAT) and Randstad ongoing qualtrics surveying.

Assured the strategic vision and tactical execution of the Secureworks Voice of the Customer/Customer Experience (CX) program ensuring customer insights were realized during key touch points. Developed strategies to improve the client onboarding experience guiding a team of Project Managers on best practices increasing NPS by 20% while reducing the cycle time by 15%.Chaired the company wide Closed Loop Corrective Action process leading monthly meetings ensuring proper root cause analysis while reducing case cycle time by 23%. Leveraged customer insights (NPS,CSAT) to drive innovation and value-added process/product changes based on customer data and analytics improving mobile app utilization by 30%.Established process controls, defect scoring (KPIs) and the development of process standards. Developed customer journey maps to integrate client insights during key touch points. Developed and reported standard client insights packages to stakeholders across all levels of the business.Facilitated customer meetings, managed survey design, testing, delivery of Customer Experience surveys (NPS,CSAT), journey maps, and research and analysis to define key areas of focus to drive performance.Collaborated with key stakeholders, Product Management, Sales, Marketing and Operations to direct and synthesize product strategy and innovation.

Provided leadership for the Energy sub-business to define, execute and coordinated the activities of the Quality Management Systems (Procedures, Audits, Scorecards, NPS, Customer Experience)Managed the continuous improvement program (Lean/Six Sigma), training and mentoring candidates accounting for $2M in annual savings.Managed the Voice of the Customer (VOC) program, leading cross-functional project teams in the analysis of customer feedback, trends and themes to improve customer experience increasing the organizations NPS score by 25%.Designed and implemented division level internal audit program, including training, and mentoring internal auditors while reducing the number of process non conformances.Participated in the development of company quality policies and procedures, conducting training, and executing roll out plans throughout the business. Reported and conducted Quality Management System Reviews with senior leadership.