Lisa Hackett, Mba Email & Phone Number

Cincinnati Area, Ky

• Leads a global, multi-functional account team to execute research with quantitative, creative qualitative, and social methodologies. • Manages over $1M in revenue while continually growing and retaining long-term accounts year-over-year and developing proposals for new business.• Produces insights-driven results for clients across industries including CPG, medical devices, beauty, pet, retail, food and beverage, and small and large appliances.

Cincinnati Area, Ky

• Project managed a $9M+ transactional market research program for a major telecommunications company. • Managed the full project team on the program on over 20 individual projects utilizing phone, interactive voice response (IVR), chat, email, and SMS methodologies on both Voice of the Customer (VOC) and Net Promoter Score (NPS) programs. • Strategically developed and launched a new customer experience chat program to enable consistent experiences to improve customer satisfaction… Show more • Project managed a $9M+ transactional market research program for a major telecommunications company. • Managed the full project team on the program on over 20 individual projects utilizing phone, interactive voice response (IVR), chat, email, and SMS methodologies on both Voice of the Customer (VOC) and Net Promoter Score (NPS) programs. • Strategically developed and launched a new customer experience chat program to enable consistent experiences to improve customer satisfaction scores and produce quality analytics to help the client optimize chat center performance. • Partnered with analysts and statisticians on key driver analysis, contact quality, average handle time, repeat contact analysis, and agent performance. Show less

Cincinnati Area, Ky

• Chair for the American Modern Young Professionals (AMYP) Diversity and Inclusion Employee Resource Group and reported directly to the CEO. • Updated the AMYP mission to bring the group of 450 members from a social club to a strategic business partner in the organization. • Developed and provided AMYP members personal growth programs, professional development curriculum, community engagement opportunities, and networking events.

Cincinnati Area, Ky

Customer Experience Manager - 11/2017 - 3/2018 • Foundational member of the Customer Experience department, which was one of three new departments to help bring more digital and innovative solutions to the company. • Developed the CX strategy and vision for 2018, which included overhauling research methodology, investing in a robust VOC program, and developing a comprehensive customer segmentation for both agents and policyholders. • Built the current and ideal state end-to-end… Show more Customer Experience Manager - 11/2017 - 3/2018 • Foundational member of the Customer Experience department, which was one of three new departments to help bring more digital and innovative solutions to the company. • Developed the CX strategy and vision for 2018, which included overhauling research methodology, investing in a robust VOC program, and developing a comprehensive customer segmentation for both agents and policyholders. • Built the current and ideal state end-to-end customer journey maps for both B2B and B2B2C interactions. • Customer advocate on numerous committees throughout the organization including the Retention Steering Committee, CX Steering Committee, and Business Transformation Development Team. Marketing Project Manager, Marketing Strategy, Brand, & Customer Experience - 5/2015 - 11/2017 • Founded the company-wide CX initiative to establish a customer-centric approach across all departments. • Designed a robust plan to update policyholder communications, which reduced postage costs by $15k annually. • Executed discovery sessions to evaluate stakeholder and customer perspectives of the current customer journey, evaluated all customer touchpoints, and identified opportunities to redesign the journey through the customer lens. • Led the development of 29 CX initiatives designed to improve the experience in Customer Service, Underwriting, Claims, Marketing, and Sales. • Program managed the strategic content plan to announce the new quoting platform, which included digital, direct mail, and in-person training components. Marketing Project Manager, Market Planning Research and Analysis - 11/2014 - 4/2015 • Developed and launched the eSignature and Voice Authorization projects for the electronic funds transfer (EFT) pay-plan, which resulted in 70% cost savings in the first full year, a 15 point increase in policyholder retention, a 95% reduction in processing time, and a 50% increase in completion rate of the EFT form. Show less

Cincinnati Area, Ky

P&G Fabric Care Design Delivery Services Project Manager - 5/2012 - 11/2014 • Packaging Production Manager on P&G Fabric Care North America on Gain, Downy, and Bounce Brands. • Promoted to team manager, led a multi-functional team of 11 direct reports, and grew the Design Delivery Services (DDS) team from 5 to over 60 global employees in 4 years. • Led all package design extensions and adaptations across multiple packaging structures and substrates from concept to production… Show more P&G Fabric Care Design Delivery Services Project Manager - 5/2012 - 11/2014 • Packaging Production Manager on P&G Fabric Care North America on Gain, Downy, and Bounce Brands. • Promoted to team manager, led a multi-functional team of 11 direct reports, and grew the Design Delivery Services (DDS) team from 5 to over 60 global employees in 4 years. • Led all package design extensions and adaptations across multiple packaging structures and substrates from concept to production. • Program manager for the Design service line on the largest package redesign initiative that touched all Fabric Care brands and introduced new bottle sizes, shapes, and package artwork. • Initiated print trials and sample mock-ups to be completed on new SKUs while utilizing innovative digital rendering to review all other SKUs to ensure design intent. Digital rendering resulted in over $12k cost savings compared to traditional mock-up methods. • Developed a robust onboarding and training program for all global DDS employees and conducted all training for new DDS hires. • Elected to Chair of the Corbus Mentoring Program, which paired new hires with a mentor for the first year of employment. P&G Baby Care Design Delivery Services Project Manager - 8/2010 - 5/2012 • Packaging Production Manager on P&G Baby Care North America on Pampers and Luvs Brands. • Led package design extensions and adaptations across multiple packaging structures and substrates from concept to production. • Program managed the entire Pampers packaging redesign for the Design service line, which included over 250 SKUs, an update to the package photography, a refreshed logo, and introduced a new primary brand color. • Coordinated between the design firm, print production companies, and printers to ensure design intent and new brand color consistency was met across multiple packaging substrates. Show less

Cincinnati Area, Ky

(Formerly Bridge Worldwide)• Content strategy manager on P&G Scale digital properties responsible for managing over $2M annually in project revenue. • Managed segmented monthly editions of P&G Scale digital communications for the United States and Canada. • Maintained and utilized a variety of consumer personas during strategic planning for each digital property. • Developed and managed project scope, schedules, and budgets for all projects while monitoring and forecasting risks.

Cincinnati Area, Ky

• Developed and negotiated omni-channel contractual agreements with local businesses that resulted in increasing advertising revenue with new and existing clients.• Created and negotiated contracts for small, local businesses to sponsor events and annual special issues. • Strategically planned, executed, and monitored omni-channel advertising campaigns.• Maximized client budgets through creative and original marketing proposals.• Maximized ROI of campaigns through continual… Show more • Developed and negotiated omni-channel contractual agreements with local businesses that resulted in increasing advertising revenue with new and existing clients.• Created and negotiated contracts for small, local businesses to sponsor events and annual special issues. • Strategically planned, executed, and monitored omni-channel advertising campaigns.• Maximized client budgets through creative and original marketing proposals.• Maximized ROI of campaigns through continual analysis of ad performance, response-rates, and results. Show less

Master Of Business Administration - Mba, Business Administration And Management, Marketing And Analysis

Communications, Advertising And Marketing