Customer Experience consultant to Qualtrics' top enterprise clients; supporting the design, evolution and maturation of best-in-class Customer Experience Programs. This includes services like CX Maturity Assessments and Strategic Program Reviews, Listening Design (Qual and Quant), Closed-Loop Design, Change Management and Program Governance.

• Manage a 8-person, global team conducting high impact qualitative and quantitative market, customer research and competitive insights• Oversee Global Customer Satisfaction Program; with regular insights collected in more than 70 countries and 20 languages• Collaborate with 5+ Transactional Feedback programs to infuse all customer feedback into centralized voice of the customer insights• Analyzed and presented actionable customer insights and recommendations to all levels of management in every major division• Lead Customer Experience Initiatives to increase Net Promoter Score among key demographics

• Responsible for infusing the voice of the current SAS customer into marketing content; including new product launches, product support level changes and retention collateral • Partner with Market Research to conduct qualitative and quantitative research on our current customers satisfaction and expectations• Create and lead 25+ member virtual global team to drive consistency in customer experience initiatives around the world

Responsible for ensuring ongoing positive customer relationships.• Advocates for several large Retail, Grocery and Consumer Packaged Goods accounts • Creates and coordinates proactive, product specific adoption and retention campaigns • Executes value assessment programs and connects customers with resources to maximize their software investment

• Generate new revenue through prospecting, up-selling and cross-selling to Small and Medium sized Retail, Manufacturing and CPG companies. • Maintain a current account base of 100 accounts.

Formally structured internship program focused on improving pipeline and contact management system for alliances $130M Division• Created detailed analysis identifying 20% efficiency improvement for partner pipeline management and contact management• Prioritized and designed new system enhancements and process changes with top SAS partner teams – Teradata, IBM, Accenture