Lead the design and execution of a global customer experience (CX) management program, utilizing customer insights to inform strategic decisions.• Established and refined methods for collecting feedback from diverse customer segments, integrated systems (e.g. Salesforce) that made insights more accessible & actionable, and enhanced customer satisfaction on a global scale.• Collaborate with marketing, sales, innovation, and operations teams worldwide, optimized touchpoints, ensuring alignment with organizational CX commitment.• Active member on Customer Experience Council responsible for bringing forward & leading customer experience improvement opportunities. • Implemented improvement initiatives organization-widen, employing effective change management disciplines.• Developed a proactive customer feedback management process to address and act on customer concerns promptly, ensuring effective and timely resolution.• Consistently implementing improvements in services, processes and communication based on customer insights, measuring their impact on customer satisfaction and loyalty.

Spearheaded the development of a customer experience program from ground up, focusing on mapping the customer journey and identifying key pain points. Designed feedback collection systems and developed a comprehensive CX roadmap to strategically align business priorities.• Designed CX dashboards using the Qualtrics platform, giving leadership real-time insights to inform strategy.• Formed and led the CX Working Team, which aligned customer experience actions with corporate goals and improved operational performance.• Designed and managed the company's first digital experience program, collaborated closely with the digital team to optimize the digital customer experience.• Trained employees on utilizing customer insights, empowering teams to implement data-backed improvements across the business.

Responsible for designing and executing moderate to high complexity projects and dedicated to meeting the expectations and requirements of internal and external customers. • Designed and executed copy testing, brand health tracking, and custom research for multiple global projects simultaneously. • Developed study-specific questionnaires, sampling plans and provided guidance on data collection techniques.• Lead global teams and coordinate research operations to meet client timelines and deliverables. • Ensured methodology, data reporting and study deliverables meet research objectives quality standards. • Managed operational project cost and provided efficiency analysis on cost savings. • Lead operational and efficiency best practices and initiate process improvements across accounts.

Market Research and customer experience consultant helping organizations to establish how best to listen, understand and respond to their customers. Designing and implementing market research and voice of the customer (VOC) programs for clients which range from small businesses to large public companies and state agencies.Key responsibilities:- Design, manage and execute quantitative research projects.- Perform complex calculations as part of the analysis and evaluation of data, using online tools for data collection (Confirmit).- Conduct all project related analysis, prepare reports of findings, illustrating data graphically and translating complex findings into written text.- Develop, update, and distribute weekly, monthly, and quarterly reports.- Devise and evaluate methods and procedures for collecting data, such as surveys, questionnaires.- Dashboard design, enabling visualization of indicators of fundamental performance.- Engage and where necessary educate clients on aspects of quantitative research and VOC Programs.- Employee engagement around VOC initiatives.

Genesis is an international strategic marketing and development consultancy based in Dublin, Ireland. Specialising in brand-led change and working with clients on strategic planning, market and customer strategies, brand development, organisation engagement and innovation. Genesis is a sister company of W5.Key responsibilities involved:• Making recommendations to senior managers based upon research findings• Process and analyse raw data into reports for senior consultants• Making sure that methods of data collection are effective and accurate• Supporting senior consultants in preparation of workshops • Communicate findings and recommendations to senior managers.• Combine qualitative and qualitative methods together to address client challenges• Analyse and evaluate organization’s operations and procedures to offer recommendations based on findings; assisted management in identifying issues, sorting solutions and implementing them.• Worked on several projects, programs and teams simultaneously; coordinated with different stakeholders to carry out operations successfully.