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I work with committed entrepreneurs and help them effectively scale their businesses and extend customer lifetime value by creating high converting funnels, harnessing the voice of their customers, and applying customer experience strategies enabling customers retain longer and ensure sustainable business growth.Common areas I help business owners and leadership teams with:* creation of customer experience frameworks and design standards to ensure development of products and services is done in a customer first way.* providing visibility into the performance of your funnel and establishing the right key performance indicators (KPIs) to achieve the goals of the business.* produce detailed experience maps/flows, business impact analysis reports, and practical examples that will bring clarity and understanding to decision makers as they craft new products and services.* engaging with leadership teams to guide the research efforts that lead to deeper customer understanding and actionable insights (ie - multivariate test design (A/B tests) that promote data driven decision making).* regularly review with critical teams and stakeholders the actionable insights gleaned from testing and customer behaviors to rapidly identify which solutions are most profitable while delivering a more frictionless experience for your clients.* work collaboratively to create multi-channel experiences to fill your marketing funnel and optimize your overall conversion rates throughout the funnel.* documentation of your overall customer communication (across all channels) and recommending ways to ensure the right customers are getting the right message at the right time.* helping companies understand which of all of the touchpoints are the most important to address and optimize through data and collaborative customer experience design exercises.

* building out the Martech stack and creating a centralized data lake for Covid Clinic Marketing data* supporting the build and design of the Covid Clinic Lifecycle Marketing efforts. Primarily responsible for selecting HIPAA compliant CRM and building out nurture campaigns.* consulting VP of Marketing and the Marketing Leadership Team on growth strategies, customer research, and product offerings.* working collaboratively with Customer Experience, IT, Marketing, and Sales teams to create a cohesive patient experience. Ensuring that the Marketing efforts are setting up the downstream teams for future success.

As a Director of Marketing Data and Analytics my team and I use data to create a world class University experience that meets the changing needs of the rising generation of remote learners.Working cross-functionally with IT, Product Marketing, Performance Marketing, and others we use statistical analysis and modeling to: * predicatively optimize the current media mix and recommend changes in marketing spend.* forecast the future impact our efforts will have on student success and company revenue. * optimize our channel attribution throughout the pipeline in prospecting and re-targeting efforts.* use real-time engagement software and algorithms to increase prospect conversion.* provide insights into the quality/performance of overall marketing funnel and the subsequent impact our marketing efforts are having on overall student persistence and retention.Much of the work required in this role involves:* using data to influence business decisions and strategy* regularly meeting with the CMO and Marketing leadership team to understand business needs* creating data channels and processes to support the effective tracking of business initiatives* looking ahead at industry trends and enrolling the right leaders to think through what needs to be true in order for us to successfully navigate upcoming changes.

* Collaboratively led efforts between Support, Customer Success, Product, and Data Teams to create a 360° view of the most relevant customer data to help Calendly in their hyper-growth phase.* Catalogued all people, processes and systems used in their current customer journey and worked across the org to ensure alignment to the journey* Integrated Qualtrics into the Caledly ecosystem, including creation of API workflows and syncing of data from AWS to Qualtrics via Segment.* Partnered with Product and Support to illuminate the highest causes for churn and lack of engagement.

* Designed the applicant experience for the new Bachelors and Masters programs. Process created over $3M in revenue in 9 months.* Created a modular application experience to scale the acceptance process from 40 days to a 7 day experience. Served students from over 10 different countries, speaking 3 primary languages, and taking local policies and varying government regulations into account.* Scaled this process into 3 different program launches with similar results over a 12 month period.

Key Responsibilities:* Ensure that every customer interaction and journey is delightful, insightful, and by design through the creation of customer experience frameworks, and work to ensure these frameworks are adhered to across functions in internal and customer facing design efforts. * Leading cross-functional change efforts across internal teams and external customers/stakeholders and conduct research and analysis to gain deep understanding and insights into specific customer experiences from the customers perspective* Produce detailed experience maps/flows, business impact analysis reports, and practical examples that will bring clarity and understanding to functional teams and contributors who will be designing software, value-add services, and supporting systems that solve for the needs of our customers.* Co-create optimal customer journeys that are in alignment with Infusionsoft's overall mission, strategy, and experience design principles.* Designing multivariate tests (A/B split testing) on critical KPI to evaluate effectiveness of proposed solutions to critical business problems* Translate actionable insights from multiple data sources into potential holistic go-to-market solutions and create testing/implementation plans to rapidly identify which solution is most the most profitable option for us and causes the least amount of friction for our customers.* Owning the in-app customer communication process and ensuring that the right customers are getting the right messages at the right times across all channels.* Regularly report on the progress of strategies to executives and other company leadership as need (and as committed to in go-to-market plans)

Key responsibilities:• Attain significant lift in key performance indicators (KPI) by removing inefficiencies from critical processes impacting customer experience and aligning business units with company mission, vision, and values• Collaborate with cross-functional teams and stake holders to redesign misaligned experiences into those that increase brand loyalty, overall efficiency, and KPI alignment• Use valuable front-line employee/customer interactions to deliberately drive innovation and create a direct link between customer-infused insights (voice of the customer) and executive leadership• Conduct ethnographic research with end users to discover pain-points, bottlenecks, and actionable insights to improve the overall customer experienceRecent projects involve:• Follow-me-home interviews with end users• End-to-end user experience design• Work-stream optimization• Innovation Management• Employee Engagement• Cross-functional proof of concept creation

Assist students with academic needs and focus on improving customer interactionsConceptualized, developed, designed, introduced and supported a student services contact management system for the Central Online/Ground Divisions. The fundamental concepts of this system were recently integrated into the Apollo Group’s new student platform designed by Salesforce.Played a leading role in the roll-out of the contact management system to the Central Online and Ground campuses. Tasks included: the creation of the system SharePoint site, the development of standard operating procedures and best practices, the authoring of a technical manual, and the use of built-in analytics to regularly report system usage to the Director team. Used the built-in analytics to drive the development cycle and create subsequent iterations of the contact management system.

This was a hybrid role piloted by the University using employees who were cross-trained as Enrollment and Academic counselors.Worked with management and other key players to understand business needs and developed innovative tools to effectively track the progress of returning students. Used VBA and Excel to create a user interface to simplify daily work flow. Worked with front line users to ensure application was user-friendly. Provided direction and motivation to the students and counselors in our pilot group.Managed the roll-out of these tools and increased the efficiency of our group while surpassing the expectations of the Academic Progression Specialist role.

Participated in business solutions consulting for Arivaca Boys Ranch. Worked closely with Andrew Rich in operations to understand the current business needs. I developed a custom reporting system using visual basic and web-scraping to extract important customer data from their website and compile it into a workable reporting tool. This tool enabled the ranch to better understand what was happening to their incoming leads. Arivaca was also able to track the activity of their admissions representatives to increase their efficiency and positively impact their customer interactions

Coached 13 counselors to meet and exceed expectations.Developed a retention strategy tool. Worked with the Senior Management Team to determine relevant student information. Created the process flow to track the life of a student’s first two classes. Guided the release of this tool to all enrollment managers. The retention strategy tool was used for 18 months in the Retention Strategy Meetings of the SW Online Division. All managers used the tool successfully to reach and exceed customer retention goals.