Marissa L. Reed, Ccxp Email & Phone Number

San Francisco, California, Us

Seattle, Wa, Us

In partnership with a truly inspiring senior leadership team, I brought our XD team’s customer-centric focus to the broader product and engineering organization, using service design to knit our cross-functional processes closer together.✔ Redesigned our quarterly planning process: I journey mapped and rebuilt our planning flow to ensure our design team paired with Expedia’s B2B product team from inception to execution for planned projects, resolving long-standing coordination challenges and accelerating delivery timelines across our 130-person XD organization.✔ Introduced granular project tracking: I instrumented our planning roadmap with a metrics-driven tracking framework to showcase and measure our design team’s creative output and ensure prioritization across partner teams.✔ Drove our most strategic product initiatives: With our roadmap set, I led foundational program management for our discovery efforts aiming to rebuild how partners specified booking rates and managed portfolios of properties across our platform, pairing with engineering and product across milestones.✔ Drove customer feedback to outcomes: Our siloed product teams had difficulty prioritizing their backlogs and driving customer insights to action. I created an end-to-end service blueprint that defined responsibilities across product, CX, design, and data science, and trained the respective teams through its rollout, with a target of 75% reduction in top-priority customer pain points.

San Francisco, California, Us

San Francisco, California, Us

I worked alongside the VP of Customer Experience to drive experience strategy and operations, with a goal of improving CSAT, CES, and NPS, using quantitative and qualitative measures to understand customer needs, visualize customer journeys and internal systems, then develop and execute large-scale programs to reshape relationships.✔ Voice of the Employee program: I led zero-to-one development on this program to cement our relationship with our customer service operations team, enabling them to regularly and directly escalate customer needs to our CX Center of Excellence which we then prioritized and delivered to our product and design executives. ✔ Introduced CX foundations: I designed and implemented essential customer journey management frameworks, addressing all aspects of the customer journey from mapping to optimization. I developed and delivered 20+ customer journey maps and service blueprints to product and customer service executives. We utilized those visuals to collaborated and launch a closed-loop Customer Feedback Program for social media, resulting in a 99% successful resolution rate for inbound inquiries.✔ Developed a customer experience learning path: Partnering with our learning and development teams, I developed training modules to enhance customer-centric communication skills across a 1,000+ person staff, resulting in a 31-point increase in transactional Net Promoter Score (tNPS) for CSR employees.

San Francisco, California, Us

Phoenix, Arizona, Us

I partnered with the CEO to optimize internal operations, including service delivery, event coordination, and success metric tracking for our youth mentorship program.✔ Aligned personnel and processes more effectively, resulting in substantial enhancements in key performance indicators, increasing staff and customer satisfaction to the top third percentile.✔ Managed team of six program managers, ensuring quality coaching services were delivered through audit and feedback analysis.

Glendale, Arizona, Us

As an executive team member, I led operations, planning and resource allocation, and internal programs at a government-contracted agency managing residential homes for youth in foster care.✔ Drove change management, training and development, quality assurance, and risk management initiatives to ensure effective youth care and ensure federal compliance.✔ Led a management team of eight, ensuring quality and compliance for 150+ employees across 30 satellite locations, fostering unified and efficient operations.

Des Moines, Iowa, Us

Master Of Public Administration (M.P.A.), Executive Leadership Development

Communication Studies