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%• Increased new user access request process by 50%• Enhanced the onboarding process of new hires by creating documented outlines and training decks using Microsoft PowerPoint• Oversaw administrative responsibility over the Gift Card Services email account• Performed QA testing on Gift Card Services Chatbot• Maintained third-party vendor relations• Contributed in ideation sessions to improve the guest shopping experience

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• Utilized project management processes throughout the creation process of the program• Shifted the in-person delivery method to a virtual training format using Zoom due to COVID-19• Prepared weekly training meetings for team members along with individual coaching sessions• Delivered training personally through Zoom to audiences ranging from 2-30• Attended weekly meetings to report on the training effectiveness to senior-level management• Conducted job interviews for applicants• Prepared training materials to be available in various languages and time zones

• 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• Using customer journey software, made 32 CX/EX journey maps available to company-wide CX/EX stakeholders• Helped lead a customer journey mapping session to find and address customer pain points

• 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• Provided consulting recommendations for further improvements of social media marketing efforts

• 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