Director of Global Customer Experience (GCX) within Customer Experience & Success (CE&S) organization, my role is to support the Leadership Team in creating, framing, and governing new CX business strategies and leading strategic business programs focused on transforming the experience for our customers across Microsoft. Further, my role is focused on driving strategy development, design, and business execution of CX strategic programs which center on collaborating across multiple teams including: Support, Sales, Marketing, Engineering, Operations, Services, Finance, and Legal.

Design Director and thought leader for HCL. Provide subject matter expertise to Customer Experience, Strategy & User Experience projects for the firm and our clients, including selling services to new and existing clients alike. Help organizations and clients develop customer & employee experience strategies, measurement programming, actioning of insights, and facilitate workshops focused on journey mapping, employee engagement, to enable organizations to move the needle with customer/consumer/employee experience adoption, as well as human experience and digital/user experience for higher loyalty and satisfaction across a variety of industries.

* HCL acquired Strong-Bridge Envision ConsultingCustomer Experience Director and thought leader for Strong-Bridge Envision Consulting (SBE). Provide subject matter expertise to Customer Excellence projects for the firm and our clients, including selling services to new and existing clients alike. Help organizations and clients develop customer & employee experience strategies, measurement programming, actioning of insights, and facilitate workshops focused on journey mapping, employee engagement, to enable organizations to move the needle with customer/consumer/employee experience adoption, as well as human experience and digital/user experience for higher loyalty and satisfaction across a variety of industries.

As a part of the Strategic Marketing team, my focus is to deliver strategies which impact the Equifax business by utilizing primarily Voice of Customer (VOC) insights through the Customer Experience (CX) Measurement Program. Specifically, I am responsible for the measurement and evaluation of the Customer Experience across the enterprise globally, using a programmatic approach for the following initiatives:• Customer Advocacy Measurement to identify at risk vs. engaged customers, and evaluate satisfaction on the customer journey, as well as associated Action Planning workshops• Win/Loss to evaluate and understand key factors to winning or losing sales opportunities• Top Client VOC to evaluate performance and identify improvement opportunities among top clients• Support programmatic customer needs to support additional business unit needs, e.g., customer insights branding, NPI and other innovation support, product features, customer conversations and internal facilitation

As the Director, Innovation ideation Facilitator, I was responsible for taking client business objectives and translating them into strategically based winning ideas and concepts for various Fortune 500 firms across CPG and Financial Services, both within B2B and B2C. In this role, I combined my strategic business knowledge with my passion for the consumer. As such, I supported the TNS innovation and qualitative offerings. My contributions included insight generation and analysis, creative design and ideation facilitation, to concept writing and testing, to help develop winning ideas for clients.

In this role, I was responsible for designing, developing and managing market research needs for Georgia-Pacific’s Bath Tissue brands (e.g., Angel Soft, Quilted Northern, and private label bath tissue brands). In this role, I worked primarily with my internal clients to understand, define and document the overarching business objective(s), to which I would leverage to select appropriate supplier(s) to field qualitative and quantitative techniques, as appropriate. Utilizing the findings, I would interpret the data and produce substantiated recommendations to be presented to the internal client and other key stakeholders.

Principally responsible for interpreting data, formulating reports and making recommendations based upon the research findings. In this role, I worked primarily with my internal clients to understand, define and document the overarching business objective(s), utilizing qualitative and quantitative techniques to interpret the data and produce substantiated recommendations.

Responsible for interpreting data, formulating reports and making recommendations based upon the research findings. Working with my internal clients, I was focused on understanding, defining, and documenting the overarching business object. Qualitative and quantitative techniques were leveraged to interpret the data, as well as present substantiated recommendations to the client.

Designed and managed on-going 2-year client retention program for CAP Asset Management Account (account base 750,000) utilizing traditional (direct mail) and alternate delivery (e-mail and Internet), including implementation of a customer satisfaction survey.

Volunteer management and fundraising position for the ASC’s 2000 Annual Fund Drive. Responsible for the community management & engagement within the Accountants/Consultants, Attorneys, Financial Services and Insurance sectors, as well as, for the recruitment, training, and organizing team members/volunteers. Helped teams raise in excess of $1.1 million, exceeding the $900,000 goal.

Responsible for competitive analysis and related brand market research. Communication liaison to other Bank of America divisions regarding TradeStreet products, positioning and image, as well as conference coordination, tracking and evaluation.

Responsible for completed managing, developing and assessing research needs related to overall brand image, including company and product or service naming and positioning for business generated from 7 consultants (2 US and 5 UK based). Responsibilities: methodology design, project budgets, questionnaire design, moderating focus groups, supervising implementation of research methodology, analysis of data, along with providing written and verbal recommendations to clients. In addition to training and supervising 2 research assistants (1 US and 1 UK).