Mitch Hooper Email & Phone Number

Washington, District Of Columbia, United States

Washington, District Of Columbia, United States

- Developed mastery of text analytics tool (Clarabridge, now XM Discover), including building categorization models to structure open-end feedback.- Extracted consumer insights from data and research, used VOC findings to identify actions improving the customer experience, and supported business units by providing insights in reports and dashboards to inform and measure experience delivery.- Helped organization balance ownership of great consumer experiences by supporting insights discovery for high-impact strategic priorities.- Actively managed internal client relationships with business units, proactively sharing insights to enable strategic discussions on improving the customer experience.

Washington D.C. Metro Area

-Program Architect implementing Qualtrics technology for multiple clients; single point of contact for clients, timely project tracking as project team lead, create & adjust project plans and delivered projects within schedule-Managed Voice of the Customer programs, leading design, setup and review processes for a variety of B2B & B2C businesses at all maturity levels in multiple industries including Insurance, Finance, CPG/Retail, Utilities, and more-Led multiple mid-budget CX projects with overlapping timeframes simultaneously, including managing project schedules & deliverables, coordinating client approval & sign-off, and advising on CX strategy and best practices

Washington D.C. Metro Area

- Expertise in data management and analysis using Microsoft Excel and advanced statistical software (IBM SPSS). - Grew skilled in using various SaaS platforms (Qualtrics, MarketSight) to continually ingest, clean and analyze large enterprise datasets for 10+ businesses concurrently. - Developed concise, insightful reports and presentations that presented a narrative and informed account teams of key experience opportunities.

Washington D.C. Metro Area

-Created compelling and visually appealing Powerpoint slideshows to concisely summarizelarge amounts of quantitative data in an easy-to-digest manner. -Experience coding open-end survey responses into topic categories with Ascribe, quantifying conversation themes and identifying volume shifts over time.