At SuiteCX, I deliver program advisory to clients across a variety of industries, helping them to design and run world-class customer experience programs. Leading with a strategic roadmap to define program direction and objectives, I collaborate with clients to drive strategic alignment, identify improvement opportunities, and visualize customer journeys to influence strategic change.

Developed Contact Center customer and employee strategies to drive improved service delivery. Built a team responsible for driving change management initiatives including process improvement, enhanced customer engagement, building employee understanding of customer experience principles.Integrated Customer Experience into the Contact Center digital transformation to omni channel, by driving new processes to support seamless customer engagement. Supported enhanced chat capability. Implemented differentiated service strategies for product lines. Improved customer and employee engagement by revamping the Quality Audit Program. Led initiative to redesign employee scorecard to emphasize customer experience, resulting in a 60% experience weighting.Executed a change management campaign across global staff which included employee surveys, recognition programs, multi-pronged communications strategy, and focus groups. Resulted in development of new job aids, training, and employee intranet site.Developed and executed Customer Experience training curriculum to support the enterprise vision and Consumer Assessment of Healthcare Providers and Systems (CAHPS) regulatory measures.

Established a customer experience discipline and built a team accountable for driving a customer-centric focus across Medicaid, Medicare, Commercial products and the delivery network.Developed an enterprise customer experience vision and corporate principles to deliver on a new brand positioning.Implemented a customer experience insights process to assess brand awareness and purchase interest. Evaluated analytical tools and programs to deliver KPI dashboards (Including Voice of the Customer, user experience design, customer journey mapping).Developed end-to-end Medicaid and Medicare member journeys and leveraged feedback to drive improvements in member services and digital touchpoints.Established an enterprise experience metrics program to measure Net Promoter and Customer Effort scores. Incorporated goals in employee annual compensation plans.Launched a member on-line community, a platform to engage in ongoing dialogue with Medicaid, Medicare and Essential plan members. Executed multiple projects in the first six months. Informed decisions on projects such as: CitiBike partnership, customer service, brand campaign execution, and spokesperson, and transportation benefit enhancements.Outlined a change management program to evaluate organizational readiness and inspire transformational thinking in the design and development of the member and provider experience.

Lead a global team driving customer experience strategy, analytics and programs designed to deliver on customer experience performance (Including Voice of the Customer, service model design, prioritization and process enhancements). Multi-million dollar P&L responsibility. Delivered year-over-year 26% revenue growth for the Global Services Program through enhanced product offerings. Increased Net Promoter Score (NPS) from 52% to 73% in the global call center by executing a redesign of all training material, scripting and call handling processes. Generated $4 million in cost savings by completing a global vendor migration. Doubled NPS by transforming the Affluent Consumer experience through a multi-faceted plan including consumer journey mapping, digital service integration, customer experience training and quality program. Improved customer effort score of 61% to 76% as a result of launching a digital insurance claims experience and streamlined service communications. Led the decentralization of the Global Services Contact Center from a single US-based site to seven international sites driving cultural alignment and increasing market penetration. Deployed a new case management system. Collaborated on business requirements and coordinated development, training, and delivery to over 400 staff. Customer satisfaction metrics exceeded pre-migration results within the first year.

Led adoption of customer experience principles and built consensus around MasterCard experience standards. Drove creation and execution of the MasterCard Customer Experience engagement strategy by translating the vision into actionable implementation modules such as training, communication, marketing, and staffing. Created and drove the adoption of a global measurement process to track effectiveness and quality of the consumer experience. Implemented a multilingual “Voice of the Customer” program across eight business lines.Realized a 12-percentage point improvement in satisfaction by crafting a vision for end-to-end customer experience plan based on consumer segmentation. Improved consumer self-service experience in 18 languages resulting in a 200% increase in satisfaction by designing and implementing an Interactive Voice Response (IVR) for the MasterCard Assistance Center. Saved over $2 million by optimizing and consolidating North American call centers.

Led multiple project teams in implementing cardholder services for Financial Institutions.Contributed to the development of a standardized implementation methodology including new card initiatives, new benefits/services and the introduction of new service providers to Global Cardholder Services.Managed the end-to-end implementation from the sales process through the service implementation including customer experience model design, vendor relationships, contract negotiations, testing, new service launches and customer satisfaction.

Delivered eleven card member benefits integral to the American Express brand with a $50 million cost of goods budget. Executed the end-to-end business including vendor relationships, contract negotiations, competitive assessment, new service development, insurance claims adjudication, and customer satisfaction.

Implemented service strategies and new product/services launch for the Lending/Charge Card portfolio. Initiated a new servicing strategy, which allowed immediate assessment of customer value and re-pricing that drove retention and generated $40 million in additional profits.Designed and implemented a service improvement plan for the Blue Card, increasing overall customer satisfaction by over 10%, influencing $57 million in spend.Initiated a high net worth servicing strategy supporting the launch of the American Express Centurion Card, integrating account servicing, travel, and concierge.