VOICE OF THE CUSTOMER/PATIENT- Leading the strategy, definition and execution(cross-organization agile team) of an end-to-end VoC measurement systemCONTENT STRATEGY- Leading the strategy, definition end execution(cross-organization agile team) of an enterprise content strategyPERSONALIZATION - Leading the strategy, definition and execution(cross-organization agile team) of an enterprise personalized experience strategyCUSTOMER EXPERIENCE DESIGN- In targeted, prioritized experiences, applying Customer Experience Design practices to deliver what our customers/patients need and expect, but also deliver on business objectives- Operationalizing Customer Experience Management practices enterprise-wide in order to deliberately plan the activities required to deliver the future, aspirational experiences our customers/patients need and deserve

CUSTOMER EXPERIENCE• Establishing best-practices to ensure that offerings/products are aligned to real customer problems and execution delivers on customer needs and expectations• Driving strategic alignment across all CX/UX folks on a VoC strategy, Customer Definition (Personas, Journeys, etc) work, CX Operating Models (Dual Track Agile) and Design Principles.• Defined E2E customer and partner journeys for Hybrid Cloud SaaS offeringsVOICE OF THE CUSTOMER• Mange and orchestrate a portfolio of VoC and VoP (Voice of Partner) programs• Leading cross-functional insight reviews and action-planning meetings with internal stakeholders

Leading PTC through a CX transformation by driving customer-centricity through a common language and framework that forces real customer's needs to be the driver of what we do, how we measure and how we design their experiences.My team is bringing results that:• Simplifies and organizes very complex B2B enterprise experiences• Changes the mindset from big, ambiguous "customer" to real users and people• Helps executives understand the current state of their customer experience• Defining E2E customer and partner journeys for IoT, AR, CAD and PLM SaaS products• Incorporating customer journeys into the official New Product Introduction process• Structures improvement initiatives• Provide a foundation to do excellent CX/UX/Content Design• Ensures alignment across organizations• Ensures Inclusive Design practicesMy Customer Experience Design team is driving CX transformation in 2 ways: Leading Corporate CX Initiatives-• Digital Customer Experience - Strategizing, designing and implementing a digital experience that supports the customers in getting what they need, when they need it. Ultimately guiding customers to onboard faster and achieve intended value sooner.• Customer Experience Transformation - Corporate wide initiative to put the customer first and deliver what they need, leading PTC to increase ARR and reduce churn, drive cross-organizational alignment, and change the mindset of employees.CX Tools Used• Journey mapping services• Experience design services• Service blueprinting services• Content strategy services• UX servicesVOICE OF THE CUSTOMER• Established NPS program that quarterly reported to key stakeholders and was shared broadly to whole organization• Established transactional feedback program (customer effort score) for key customer touchpoints• Designed & operationalized a close-the-loop program to ensure customers felt heard

CX SPECIFIC WORK• Led the CX Vision through a digital transformation• Defined E2E journeys for customer acquisition and reorder across product suites• Guided agencies and vendors through the CX Vision• Created and managed Service Patterns that spanned digital and human touchpoints• Established Agile working practices in the marketing organizationUX SPECIFIC WORK• Responsible for the UX of 8 websites• Built a UX team ran as a service organization - Convinced the company of the value of UX, hired and coached talented UX and Visual Designers• Continuous customer feedback process to guide UX designs• Incorporated UX into the formal Agile process• Incorporated analytics into the guidance of UX decisions• Built and adopted design standards• UX improvements regularly resulted in 20-30% improvements to conversion ratesCONTENT DESIGN SPECIFIC WORK• Initiated a Content Strategy program across Deluxe blogs and content - This drove SEO, Taxonomy and Information Architecture decisions• Drove a content-first strategy in the marketing department• Ran a Content Strategy and Content Marketing service organization• Tightly coupled the SEO, PPC and Content teams to collaborate on delivering high conversion ratesVOICE OF CUSTOMER SPECIFIC WORK• Drove a company-wide customer listening program to get iterative feedback on any work-in-progress• Measured and tracked KPIs and VoC across E2E journeys that prompted UX improvements• Built robust intercept survey program that enabled Deluxe to correlate customer issues with purchase amount

As a Senior UX Designer, I designed complex user experiences for enterprise applications.Some experience highlights:• Designed (wireframes and prototypes) global enterprise experiences throughout the Lean UX cycle - Desktop and mobile• Created and executed on a UX vision of major new product releases• Initiated continuous user feedback loop to inform designs• Lead global UX research practices (at conferences, customer sites and remote)• Part of the Agile transformation and formed the role of UX• Designed and maintained the design standard library

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