Mark Bowser Email & Phone Number

Designed and delivered customer experience metric packages with insights for a 6000-person organization, to business executives including c-suite level. Created In-Depth Review process to systematically understand reasons for customer experience metric gaps or shifts, leading partners to identify and address opportunities. Significant increases in net promoter score and competitive standing for live phone satisfaction.Guided development of Voice of Customer Journey tool, aligning CX and digital use metrics to AI modeled call topics.

Guide and oversee execution of efforts measure and improve customer experience in Consumer Operations (Customer Service, Fraud & Claims, and Retail Core Operations).Provided monthly package integrating customer and employee listening posts to CX leadership, including: survey results, complaints, employee suggestions, manager elevations, and call listening.Derived six-sigma based in depth review process to systematically uncover causes of customer pain points and recommend solutions to the business (1 per month).Created statistical process control trending of weekly department level survey results that identified out of norm shifts, and deep dive research to understand causes for quick understanding and action by the businesses.Ad hoc analysis of important current topics such as interest rate impacts on CX, metric goal-setting models, geographic heat maps of ATM complaints, etc.Conceived of campaign to proactively drive service behaviors during winter fraud cycle; with survey score improvements.Enterprise Community of Practice member, presenting at several of the monthly meetings on topics of leveraging multiple VOC sources and how to identify drivers.Liaison for complaints reporting needs of the business leaders; devised concept for enhanced self-service reporting being implemented to allow for complex text based searches overlaid with dozens of other factors.

Led research analysts that provide insights for the Wealth, Commercial, and Corporate Investment Banking lines of business. Developed measures that illustrated 90%+ increase in analytics productivity during 2021.Served as primary contact between the complaints root cause analytics, reporting & insights organization and the Wealth and Investment Management lines of business. Partnered to create commentary and graphics used to communicate program progress at the operating committee level. Translate and prioritize business information needs to deliver reports and analysis projects. Provide ideation on the most important topics for analytics deep dives. Results include successful root cause program and platform deployment, and >15 enhancements to address customer pain points. Created and led sessions to enhance team member skills applying root cause tools such as 5 Why, regression, probability trees.

Executed analysis of commercial and corporate client product implementation and service experiences. The organization achieved record client delight for both fulfillment and servicing with over 20% improvement in top-2 box scores. Performed and led detailed statistical analysis to identify correlations, effects and opportunities; delivered reports and presentations to senior leadership that resulted in both tactical process execution and strategic adjustments to the business. Managed successful project to provide all treasury client feedback results in Tableau. Analyzed client revenue and activity trends to align clients with appropriate service model. Managed workforce management team that forecasted call volume & staffing needs, while making intraday adjustments. Also led onshore and offshore monitoring teams to give direct feedback on client interactions and optimize associate coaching.

Portland, Oregon Area

Coordinated metric planning, trending and improvement plans for multi-faceted Corporate and Commercial client organization of over 1500 employees.Managed team of analytical & reporting resources, guiding their partnership with business leads to understand business performance drivers & action plans, as well as to build tools to proactively identify trends and causes. Forecast expected volumes of client implementations and servicing cases by month with consistent accuracy within +/- 5%On point for analysis and allocation of Unit Costs based on volume mix and FTE impactsManaged Capacity Modeling and Staffing Coordination efforts for the Fulfillment organization

Chandler, Az

Managed team of 11 analytics and reporting personnel. Assess business performance for Real Estate Sales channel with >$30 billion annual sales. Provided leadership on projects and consulted with Senior business executives to understand performance indicators. Provided ideation and modeling to maximize returns on incentive plans for >500 loan officers nationwide.

Six Sigma Black Belt. Delivered 10X improvement in defects through use of DOEs, prediction models, and controls. Championed Statistical Process Control for several semiconductor factories. Identified causes and solutions to customer reported quality defects. Performed statistical analysis and designed experiments to optimize production yield. Mentored Green and Black Belt candidates to certification. Conducted training sessions on Comparative Statistics, Measurement Systems Analysis, SPC, DOE and Response Surface.

Supported Air Force and US Army Missile test programs. Designed test programs, led multi-week test execution efforts. Prepared reports on test performance. Developed contracts with design contractors.

Master Of Science - Ms, Industrial Engineering; Minor In Quality & Reliability

Bachelor Of Science - Bs, Industrial Engineering

Activities and Societies: Marching Band (Trumpet), President ASU Alumni Band