Michael Dinwiddie Email & Phone Number

Kirkland, Wa, Us

Seattle, Washington, United States

Seattle, Washington, United States

Seattle, Washington, United States

Continuously improving the experience for travelers across the Expedia Group family of brands including Expedia.com, Hotels.com, Vrbo, Orbitz, Travelocity, & Hotwire. Focused on 1) preventing the need for service in the first place, 2) making it easier for travelers to self-serve through intuitive platform improvements, and 3) designing effortless and positive interactions with customer service.

Salt Lake City, Utah, United States

Collaborated with senior leaders at tech-centered airline to research market expectations and prioritize CX initiatives for first year of launch.Key Activities & Accomplishments:• Analyzed trends in COVID19 response among airlines/hotels/ridesharing companies to understand customer expectations and business requirements• Surveyed consumers about effective vs non-effective operational changes caused by COVID19, develop roadmap and prioritized initiatives from insights• Developed customer business cases by combining personas, journey maps, and visual storytelling to persuade stakeholders of value of CX initiatives

Provo, Utah, United States

Led product and competitive research for smart home company. An internal expert on all products, competitors, customer segments, and sales channels.Key Activities & Accomplishments:• Enabled sales team by expanding knowledge base to include in-depth competitor product analysis and objective competitor analysis, highlighting key differences in a visual chart.• Conducted post-launch analysis for underperforming product to refine messaging and improve product positioning.

Anaheim, California

Transferred to California to manage growth and client experience of some incredible partners, including the company's largest account. Key Activities & Accomplishments:• Defined adoption benchmarks for launch of new travel insurance product, used metrics to initiate targeted employee training, generated $1.4M revenue year one• Managed Salesforce integration project, partnered with data engineering team to identify technical requirements and create workflows for migrating data across platforms

Portland, Oregon Area

Oversaw operations strategy and client satisfaction for 50+ partner accounts.Key Activities & Accomplishments:• Identified lead distribution inefficiency, built algorithm to redistribute leads based on calendar availability, worked with engineering to integrate solution into CRM, reduced past dues leads by 70%• Tested beta of video life-story iPad app at a senior center, insights refined backlog and expanded user stories

Provo, Utah Area

Developed creative solutions to improve the efficiency of FritoLay in-store stocking workforce. Key Activities & Accomplishments:• Interviewed/shadowed employees to understand their challenges and get their ideas• Recruited engineering students to build a prototype mobile app for tracking KPI's, shift notes, and working hours. • Tested app with group of users and saw 17% increase in stocking time efficiency compared with baseline data

Master Of Business Administration - Mba, Marketing/Marketing Management, General

Bachelor Of Science, Business Management