Michael Ross Email & Phone Number

Seattle, Washington, United States

Identify, partner cross functionally and deliver strategic customer insights at a VP level.Strategic insights help increase customer support satisfaction, reduce nonrenewals and increase brand value.

Seattle

• Use telemetry and behavioral surveys, focus groups, IDI's and machine learning to craft insights with data that help customers better understand digital advertising effectiveness, optimize positioning and hone ad.
• Collect and analyze a wide multitude of data sets, program machine learning algorithms and create one-pagers, PowerPoints and charts; present insights to senior leaders, sales and sales effectiveness organizations to.

Seattle, Washington, United States

• Identified customer feedback sources, quantified sources based on impact to star rating, set up automation tools (QuickSight, Excel) and early-detection tools to quantify and address the most impactful DSAT drivers
• Led numerous product, customer, and strategy surveys, IDI’s, focus groups and online panels; from analysis plan creation, scoping, analysis and VP-level reporting
• Collaborated with engineering, product management, GTM and marketing – provided customer data to help inform product roadmaps, solve DSAT issues, identify CX issues and optimize outreach

Seattle

• Managed ad-hoc and planned quantitative research projects; worked with stakeholders to define project scope, roadmaps, KPIs and milestones, authored and implemented surveys, wrote reports and presented insights to.
• Influenced product roadmaps with SQL, Excel and Power BI; queried SQL and built automated visual dashboards

Seattle

• Developed, trained, led a team of three analysts – established biweekly operations meetings, weekly team-training meetings and created a Microsoft Teams site for enhanced collaboration and improved efficiency
• Worked with marketing partners to create and prioritize program goals, developed and refined roadmaps, content calendar and set insights cadence

Greater Seattle Area

• Managed multi-national quantitative surveys, US qualitative surveys, in-depth-interviews, multi-national telemetry research and syndicated research
• Responsible for managing daily insights activities for three-person research team
• Led and moderated hundreds of IDI’s, dozens of triads, focus groups and panels; reported senior-level insights
• Led weekly cross-team stakeholder meetings and project updates; presented projects to senior stakeholders

Seattle

• Championed, set strategy, managed P&L and carried out program objectives for the Microsoft Experience Team, Microsoft’s digital loyalty agency ambassador program. Used ambassadors as a conduit to increase awareness:
• Created primary surveys to measure engagement and user experience; sent feedback to product and sales teams to help optimize service and sales effectiveness
• Created digital assets to drive Microsoft brand awareness, including: one-sheets, white pages, videos and podcasts

• Partnered cross functionally with IT, sales and service teams to identify service, sales and technology aspects that would increase customer satisfaction amongst largest customers
• Used SPSS statistical analysis and text analytics to analyze data sets and service trends
• Conducted in depth interviews with stakeholders to identify areas where changes would create the greatest impact

• Analyzed CRM database to identify services that would leverage United's unique B2B infrastructure to increase customer satisfaction and value
• Used conjoint analysis to quantify what customers truly valued
• Used McKinsey segmentation model to identify the top 5 potential new high-growth verticals

• Led three distinct brands and locations with full P&L responsibility
• Empowered team of five employees; set goals, development plans, conducted performance reviews and promoted two employees
• Exceeded Enterprise Service Quality Index goals (ESQI) for six consecutive months; nearly doubled ESQI in 6 months resulting in regional award

• Partnered with USA Baby franchise and implemented an email marketing, customer loyalty program and bounce back email program; optimized campaigns through A/B testing, resulting in a greater redemption rate
• Created value proposition for preventative aging doctor, including optimizing digital presence through SEM, SEO; developed website and print media, leading to an increase in new customer acquisition and national media.
• Helped Xerox franchise better position their products and services through message and value proposition testing

Master Of Business Administration (Mba), Strategic Marketing And Service Leadership

Bachelor Of Science (B.S.), Marketing