Mark Lipkin Email & Phone Number

California, United States

Menlo Park, Ca, Us

Belmont, Ca, Us

Set 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.

San Francisco, California, Us

Managed 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.

Redwood 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.

San Francisco, California, Us

Evaluated SurveyMonkey as an enterprise-wide self-service platform for voice of the customer and employee primary research.

San Francisco, California, Us

Recommended 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.

San Francisco, California, Us

Led 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.

San Francisco, California, Us

With 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.

San Jose, California, Us

Supported 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.

Mba, Concentrations In Marketing, Finance, And Organizational Behavior

Bse, Engineering