Paul Kidd Email & Phone Number

San Antonio, TX, US

San Antonio, TX, US

• Conducted key quantitative research to develop the 2023 Own Brand New Product of the Year
• Managed 40+ research projects utilizing conjoint and MaxDiff methodologies to develop new products or improve current offerings which resulted in increases of $10M+ in company sales
• Collaborated effectively with qualitative research teams to address stakeholder research questions and needs
• Presented innovative research project at a company-sponsored summit of 50+ attendees

Madison, WI, US

• Managed the entire Voice of the Customer (VoC) program including survey design, implementation, and data analysis for 20+ surveys and feedback tools for healthcare services such as FSAs and COBRA
• Translated customer feedback into actionable insights and worked with relevant teams to drive improvements for the overall customer experience resulting in 15% increase in customer satisfaction
• Presented customer experience reports to C-suite executives to influence strategy and business operations
• Collaborated with C-suite executives to develop research objectives and contribute to the company's strategic direction

Lake Buena Vista, Florida, US

• Analyzed and reported monthly survey data for all 33 Walt Disney World resorts and hotels via Tableau dashboards that were utilized by hotel general managers and senior leadership
• Uncovered trends and patterns to help resorts and hotels improve NPS scores by 10%
• Performed strategic research on grocery/food delivery use by Guests staying at on-site resorts/hotels to identify possible future corporate partnership opportunities
• Assisted in qualitative research projects such as the "Hey, Disney!" pilot at Disney's Polynesian Village Resort and electric scooters exploratory at Disney's Hollywood Studios

Lake Buena Vista, Florida, US

• Performed market research on website feedback models for implementation on DisneyGiftCard.com
• Prepared specifications and design work on new DisneyGiftCard.com feedback button
• Authored a website experience survey to capture guest experience data and identify improvements to the DisneyGiftCard.com site
• Provided project management expertise to the maintenance of the Disney Gift Card program
• Conducted a company-wide user access audit impacting over 1000 employees
• Created an app using HTML coding (in Microsoft PowerApps) to increase gift card request efficiency by 75%

Lake Buena Vista, Florida, US

• Delivered exceptional guest interaction to improve the guest experience
• Confirmed proper safety measures were followed by all guests and cast members
• Mentored and assisted new hires
• Provided scripted spiels to communicate safety measures to guest audiences ranging from 10-200

• Authored a Voice of the Customer (VoC) program using Qualtrics to track key performance indicators (KPIs) such as NPS and other customer experience metrics
• Implemented customer feedback resulting in a.5 NPS increase
• Created a new week-long international training program that has been delivered in over 10 languages
• Hired and onboarded a team of 10 individuals
• Managed 4 vendor relationships
• Led the instructional design of the training program's curriculum

• Trained over 500 volunteers over the age of 40
• Led various large group presentations for audience sizes ranging from 40-120 individuals
• Directed instructional design working sessions and curriculum improvements
• Mentored and supported new hires
• Assisted my training supervisor with various duties

• Created a customer experience survey using Qualtrics which resulted in 650+ responses
• Analyzed survey data to identify Net Promoter Score (NPS) and other data metrics
• Directed qualitative and quantitative research through 20 customer interviews and survey analysis
• Utilized social media to identify customer emotions
• Created a customer journey map, and used design thinking principles to create ideas to further improve the customer experience
• Influenced senior management with a high-level presentation of insights with actionable recommendations

Monroe, Louisiana, US

• Increased employee engagement by 9% on employee recognition site
• Produced an employee experience survey resulting in impactful insights for improvements
• Worked with third-party vendor to implement a new employee recognition program
• Oversaw a budget for employee recognition program
• Authored an article that became the highest-viewed article produced by the CX/EX team
• Hosted calls with 15 business leaders to implement employee recognition program throughout the company

• Leveraged social media analytics and KPIs to increase social media following by 70%
• Increased website and social media account effectiveness leading to 50% increase in engagement
• Developed marketing and consumer strategy, which helped keep business open during the pandemic
• Oversaw the official Instagram and Facebook accounts for Ohana Grill, LLC
• Created a social media style guide and social media tactical plan
• Produced and posted 20 quality posts created using Adobe Photoshop, Illustrator, and InDesign

• Assisted in the recruitment of banking executives for various positions throughout Texas and New Mexico
• Contacted these individuals by email and phone to gather their interest in new job opportunities
• Kept accurate records of clients and individuals contacted
• Maintained a digital database that I organized and cleaned out regularly. This position gave me a chance to refine my organization, speaking, and writing skills.

Provo, UT, US

• Oversaw the proper care and use of BYU athlete's training gear and game day uniforms
• Maintained home and visiting team locker rooms to ensure a positive experience for all athletes
• Communicated effectively with coaches, athletes, and coworkers
• Verified that shipments were properly fulfilled and were properly handled and stored
• Performed yearly audits of equipment and the value of all the equipment stored

Sandy, Utah, US

• Led a team of 11 individuals serving 1000s of customers daily
• Trained and onboarded new employees
• Accounted for daily sales cash and their proper storage each evening
• Maintained the facility as a whole

Sandy, Utah, US

• Communicated properly with customers on a constant basis to ensure their orders were properly made
• Communicated effectively with coworkers to pass along vital information to help customers
• Memorized 20+ menu items and how to properly make each item
• Maintained high standards of cleanliness for food preparation

American Fork, Utah, US

• Prepared 500+ sheets of insulation foam to be ready for shipment across the United States on a daily basis
• Worked on a team of 4 to drill holes into the foam to make for simple installation of insulation products
• Labeled stacks of sheets and wrapped them in a construction-grade wrap to protect them from elements during shipment

Bachelor Of Science - Bs, Experience Design And Management

Master Of Business Administration - Mba