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An accomplished customer experience executive highly regarded for extensive experience leveraging customer feedback insights to deliver dramatic customer experience improvements. Recognized as a decisive leader with expertise in developing successful voice of the customer programs. A strong communicator and dynamic presenter who champions innovative ideas throughout an organization.CORE COMPETENCIESCustomer Experience Voice of the CustomerCustomer SuccessStrategy Development and ExecutionCustomer Experience/Listening Platforms (Medallia, Qualtrics)Service ImprovementsStakeholder CommunicationNet Promoter System (NPS)Closed-Loop FeedbackMinimizing Customer Effort
Meta
View- Website:
- metadownhole.com
- Employees:
- 136862
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Senior Program Manager, Contact Center Agent Tools | Meta Reality LabsMetaCalifornia, United States
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Senior Program Manager, Customer Support/Customer Experience | Meta Reality LabsMeta Feb 2024 - PresentMenlo Park, Ca, Us
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Voice Of The Customer Program DirectorRingcentral Sep 2021 - Jan 2023Belmont, Ca, UsSet strategy and standards that matured the companywide Customer Experience improvement program, including CX program governance. Consolidated and reported on 360-degree customer feedback in a data lake from sources including Medallia. Enhanced customer feedback text analysis. Defined and managed the global closed-loop feedback process. Interviewed customers in-depth about their feedback. Optimized the company NPS relationship survey. Created and tracked a holistic customer experience improvement roadmap and proposed solutions to the root causes of top customer-reported issues. -
Survey Management ConsultantWells Fargo May 2020 - Aug 2021San Francisco, California, UsManaged and enhanced ongoing customer feedback programs using a Medallia platform for the Voice of the Customer Program within the Commercial, Corporate, and Investment Banking lines of business.➢ Guided improvements in response rates of multi-language North American product-line and touchpoint voice of the customer email-to-web surveys by removing unnecessary questions and substituting questions that yielded more actionable insights.➢ Provided and recommended broad reporting of customer experience KPIs and business impact of VoC programs with visibility at the C-level. -
Senior Program Manager, Customer ExperienceEquinix Oct 2019 - Jan 2020Redwood City, California, Us➢ Led customer listening programs powered by Qualtrics across Equinix’s web-based services. Informed and optimized survey design and related business rules to maximize response rates while limiting potential negative impact to customer experience. Wrote a detailed playbook for self-service deployment of site intercept surveys by portal teams. ➢ Mapped the current-state, privacy-related request customer journey and made recommendations for an improved future state. -
Market Research Management ConsultantWells Fargo Jun 2019 - Oct 2019San Francisco, California, UsEvaluated SurveyMonkey as an enterprise-wide self-service platform for voice of the customer and employee primary research.
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Strategy Consultant, Customer Experience StrategyWells Fargo Jul 2018 - Dec 2018San Francisco, California, UsRecommended the communication strategy for the five division-wide strategic priorities that led to hitting best-in-class customer satisfaction targets. Contributed guidance to the teams addressing those priorities, leading to optimization of critical customer journeys required to complete frequent online banking tasks.
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Portfolio Lead, Customer Experience StrategyWells Fargo Dec 2016 - Jul 2018San Francisco, California, UsLed the creation and execution of a strategy that minimized obstacles created by the increasing use of customer identification, security, and fraud prevention technologies. That effort improved digital and contact center channel experiences for customers and lowered effort for customer services employees.➢ Accelerating pain point remediation using actual customers’ voices: Provided leadership for a recurring series of sessions highlighting top customer and team member issues to the omni-channel authentication capabilities and fraud prevention leadership teams by playing relevant recorded portions of escalated customer service calls, creating empathy and maximum visibility to ensure implementation of necessary improvements.
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Customer Loyalty (Customer Experience) Program ManagerSalesforce.Com Aug 2012 - Aug 2016San Francisco, California, UsWith a vision inspired by the Net Promoter System, championed recommendations to eliminate customer issues. Identified and addressed root causes of friction in customer journeys by driving improvements. Analyzed customer feedback by geographic region, customer segment, and channel to understand loyalty drivers and gaps in customer expectations. Provided Center of Excellence on survey best practices, status reporting, and greatest opportunities for improvements.➢ Optimizing End-to-End Feedback Collection: Enabled Net Promoter Score increases by conducting tri-annual global relationship survey waves that provided data for calculating NPS and satisfaction ratings as well as verbatim feedback. Drove customer success team outreach and closed loop processes, resulting in a 29% survey response rate.➢ VOC Framework Management: Owned, revamped, and implemented a Voice of the Customer Program – focused on highlighting feedback from key customers to power increases in customer loyalty and satisfaction.➢ Providing Actionable Recommendations: Synthesized input from key decision makers – always having the stakeholders’ interests at heart to ensure the teams establish visibility, transparency, and measurement into the success of initiatives requiring cross-team support.➢ Integrating Multi-Vendor Solutions: Managed localization of all relationship survey content into six languages for delivery utilizing relationship survey vendors Confirmit and GetFeedback and the Salesforce Marketing, Sales, and Service Clouds.➢ Driving Customer Success Program Development and Adoption: Chaired a project team that initiated the Service Cloud Accelerator packaged service product line. While reporting to the VP of Customer Success Products, gained approval from three high-level executives for the business case to raise Professional Services Consulting rates in multiple regions to cover rising costs and realize opportunities to increase revenue. -
Customer Experience Program ManagerSymantec 2011 - 2012San Jose, California, UsSupported key customer-facing strategies using Satmetrix to gather data to provide customer insight by coordinating a global, cross-functional group that produced enhanced reporting of volumes of customer comments submitted from multiple sources.➢ Integral in introducing the Norton One Internet Security Service: Launched a Consumer Business Unit-wide customer feedback program, establishing sentiment levels and loyalty measurements based on Net Promoter Score.➢ Advanced Techniques for Sentiment Analysis: Ran a project to upgrade to the latest version of the Attensity Analyze sentiment analytics system - enabling more accurate, reliable, and detailed customer feedback analysis.➢ Incorporating Customer Listening: Determined the causes of users’ reports of PC performance issues while leading an interdepartmental customer data analysis team that carried out customer council-requested investigations.
Mark Lipkin Skills
Mark Lipkin Education Details
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Northwestern University - Kellogg School Of ManagementAnd Organizational Behavior -
University Of MichiganEngineering
Frequently Asked Questions about Mark Lipkin
What company does Mark Lipkin work for?
Mark Lipkin works for Meta
What is Mark Lipkin's role at the current company?
Mark Lipkin's current role is Senior Program Manager, Contact Center Agent Tools | Meta Reality Labs.
What is Mark Lipkin's email address?
Mark Lipkin's email address is ma****@****ral.com
What is Mark Lipkin's direct phone number?
Mark Lipkin's direct phone number is +141553*****
What schools did Mark Lipkin attend?
Mark Lipkin attended Northwestern University - Kellogg School Of Management, University Of Michigan.
What skills is Mark Lipkin known for?
Mark Lipkin has skills like Program Management, Cross Functional Team Leadership, Crm, Enterprise Software, Salesforce.com, Management, Customer Satisfaction, Strategy, Process Improvement, Customer Relationship Management, Product Management, Product Marketing.
Who are Mark Lipkin's colleagues?
Mark Lipkin's colleagues are Sylvester George, Matthew Hahn, Adi Ilyin, Denis Ashim, Ye Ni, Andreia Igreja, Dr. Jessica Bachmann.
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