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 strategy • 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 identify and prioritize the most impactful DSAT drivers and product opportunities

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 VP-level stakeholders • 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 recognition• 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