Designed and developed executive dashboards with actionable insights (Tableau)· Mined customer proclivities and preferences (via Clarabridge) by performing sentiment analysis and implementing product enhancements - increase in CSAT (+.4) over Q4 ’15· Customer targeting and enhancing user experience: increase targeting accuracy and segment revenue (+8%) (SAP, SAS)

Shopper-Recon – Pre-purchase product, which allows associates to create a digital record of customer’s interaction with them·Responsible for customer experience and associate adoption of the product - analyzed customer sentiments and associate inputs to drive CSAT from 3.8 to 4.2 and adoption by +28%·Performed roadmap planning, business development, product analytics and product enhancements.·Liaison with Legal, Targeted Interaction, Engineering, User Experience and Information Security teams for frequent product enhancements and rollouts. Post Transaction - Innovation Lab focused to deliver best-in-class user experience ·Defined and implemented the User Experience of CRM module to report order status; implemented at Tesco.com (Q3’13)·Derived Meaningful insights from TESCO customer data to recommend features and enhance loyalty program; lead to 15% increase in new customer retention