Led initiatives to enhance customer satisfaction, loyalty, and engagement by overseeing the development and implementation of customer-centric strategies, processes, and programs to ensure an exceptional and consistent customer experience across all touchpoints. Actively gathered and analyzed customer feedback, collaborating with cross-functional teams, and driving continuous improvement to meet and exceed customer expectations.• Spearheaded data analysis initiatives for commercial notebooks, desktops, and workstations within the Digital & Transformation Office, facilitating data-driven decision-making and enhancing product development strategies.• Played a pivotal role in gathering, analyzing, and presenting Net Promoter Score (NPS) data to consumer desktop product managers monthly, translating customer survey insights into actionable recommendations that influenced product enhancements and informed next-generation product development.• Orchestrated the development of comprehensive NPS dashboards for accessories and peripherals using the Medallia platform, collaborating closely with an external vendor to efficiently prioritize and coordinate development projects, thereby optimizing customer experience metrics.• Designed and executed surveys targeting consumer desktop users to evaluate satisfaction levels with specific features and gauge their willingness to invest in enhanced features, providing critical insights for product improvement strategies.• Conducted in-depth analysis of third-party survey data focused on commercial users, conducting a comparative assessment of HP workstations against competitor products, and presenting the findings to product managers to inform new product development initiatives.

Spearheaded and managed complex, cross-functional initiatives, aligning business objectives with strategic goals and driving efficient execution to deliver innovative solutions and achieve multi-million-dollar cost reductions in a dynamic technology landscape.• Coordinated external research (custom and syndicated) efforts for the global Digital Support division. • Managed relationships with research vendors Everest Group and Gartner along with coordinating research for the HP Customer Support organization. • Group project manager in the Print Warranty Transformation initiative, overseeing 13+ projects focused on enhancing the digital support experience and reducing support costs by $60M+ annually. • Led the research, interview and selection process for external vendors delivering custom research projects sponsored by groups within the Customer Support organization.

Conducted in-depth market research and competitive intelligence analysis, enabling data-driven decision-making and supporting the company's strategic initiatives in the Governance, Risk, and Compliance (GRC) software industry.• Established CI function to provide both strategic and tactical market insights for the entire organization. • Delivered competitive information to salesforce on GRC competitors’ offerings, capabilities, and strengths and weaknesses via multiple deliverables including battle cards, conference calls and newsletters. • Created MetricStream Research to conduct primary research in the GRC industry and support marketing initiatives.• Led full research lifecycle (creation, execution, analysis, report development and public presentation) for reports examining buyer preferences and market trends in Enterprise Risk Management, IT Risk Management, Policy and Document Management Solutions, Regulatory Change Management and Third-Party Risk Management. • Represented MetricStream at 4-7 GRC-related conferences, events and trade shows annually.