• Lead the Forrester Decisions for Customer Experience Service, Forrester's largest and fastest-growing research service. I develop content strategy, lead a team of analysts and executive partners, and oversee research production to ensure that all our research is rigorous, essential to clients, and aligned to Forrester's strategy.• Lead CX implementations with high-value clients across industries. I ensure that Forrester analysts, executive partners, and consultants help clients implement our recommendations in practical, high-quality ways. I also coordinate these implementations with our clients' third-party partners to ensure alignment throughout their ecosystems.• Play key roles in Forrester's strategy, marketing, sales, and consulting decisions related to CX. I provide SME leadership for enterprise-level decisions, represent Forrester at high-profile events, and work hand-in-hand with sales and customer success to grow the business.• Spearhead Forrester's analytic focus on government and play key roles in related strategy, marketing, sales, and consulting decisions. I co-lead overall content strategy, act as a key SME on government CX for enterprise-level decisions, represent Forrester a high-profile events, and work hand-in-hand with sales and custome success to grow the business.

• Led all of Forrester's research on customer obsession, which focuses on aligning every aspect of an organization around serving customers in ways that contribute to business success. I developed content strategy and oversaw the production of all research to ensure it was rigorous, essential to clients, and aligned to Forrester's strategy. I also supported marketing and sales efforts focused on customer obsession.• Led development of Forrester's Customer Experience Maturity Model, which formed the basis for much of the company's CX research, advisory, and consulting. I also led many client implementations of this model.• Led development of Forrester's Corporate Values Strategy Framework, which helps companies navigate the fraught corporate values landscape to determine which values strategy in right for their organization. I also led many client implementations of this model.• Authored other original research to help businesses and governments improve their customer obsession and customer experiences. My research included both qualitative and qualitative methods. I led many client client implementations of my research.• Spearheaded Forrester's analytic focus on government and played key roles in related strategy, marketing, sales, and consulting decisions. I co-led overall content strategy, acedt as a key SME on government CX for enterprise-level decisions, represented Forrester a high-profile events, and worked hand-in-hand with sales and customer success to grow the business.

• Led development of Forrester's Customer Experience Maturity Model, which formed the basis for much of the company's CX research, advisory, and consulting. I also led many of client implementations of this model.• Authored other original research to help businesses and governments improve their customer obsession and customer experiences. My research included both qualitative and qualitative methods. I led many client client implementations of my research.• Contributed to the development of Forrester's Customer Experience Index (CX Index), a unique metric that measures how well companies create experiences that drive loyalty and identified key drivers to boost experience-driven loyalty.• Spearheaded Forrester's analytic focus on government and played key roles in related strategy, marketing, sales, and consulting decisions. I co-led overall content strategy, acted as a key SME on government CX for enterprise-level decisions, represented Forrester a high-profile events, and worked hand-in-hand with sales to grow the business.

• Managed a team of several analysts responsible for assessments of high-profile programs, staff support to senior CIA leadership, and participation on interagency planning committees.• Produced rigorous, insightful analysis under tight deadlines in high-pressure situations, influencing major U.S. foreign policy and national security decisions.• Built relationships with senior U.S. policymakers, foreign officials, and business leaders, yielding new opportunities to market our products, gather information, and offer policy advice.• Earned six awards for high-impact analysis, engagement with policymakers, and improvement of CIA operations.