Nancy Bray Email & Phone Number

Pleasanton, California, United States

San Francisco Bay Area

Managing cross-organizational operational initiatives to provide better tools and information to Customer Success field personnel

Managing global qualitative and quantitative market research projects for corporate clients in technology, healthcare and financial industries.

• Designed and managed longitudinal installed base tracking research system to facilitate strategic analysis and reporting of printer installed base quality and satisfaction.• Reduced installed base research cost by 90%• Led a variety of consumer-oriented research projects, including segmentation, emerging markets product development, and student-focused ethonographies.

• Designed large-scale customer experience research projects for Consumer, SMB, Enterprise segments, saving over $600K in research investment • Designed online reporting system to share monthly research results. Data used to prioritize product improvements in printers and improving warranty cost• Supervised WW customer experience team, including team strategy and planning, project prioritization and deliverables, team meetings, management reviews.

• Used customer research, warranty and competitive data to show customer impact of product performance issues on the customer. • Designed and implemented customer experience strategic initiatives for the digital camera and scanner business.• Created customer metrics framework to analyze linkage between operational metrics, customer behavior and satisfaction/loyalty.

Market research analyst managing research projects to drive strategy - segmentation, brand development, competitive intelligence. Also trained and supervised five data analysts in Business Objects reporting

Mba, Marketing

Activities and Societies: Graduate Business Students Association, Association of Business Communication

Bachelor Of Arts, Sociology