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Stephen Phillips is listed as Customer Experience and VOC Executive | Building Brand Loyalty Through Data-Driven Insights and Customer-Centric Innovation at Capital One, based in Richmond, Virginia, United States. AeroLeads shows a matched LinkedIn profile for Stephen Phillips.
Stephen Phillips previously worked as Sr. Director, Strategy, Head of Global Voice of Customer Listening at Capital One and Director, Strategy, Head of Global Voice of Customer Listening at Capital One. Stephen Phillips holds Mba, Information Technology And Business Transformation from Mit Sloan School Of Management.
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I am a customer experience executive with over 15 years of experience leading innovative Customer Experience (CX) and Voice of Customer (VOC) programs. My focus is on creating a customer-first culture that drives satisfaction and loyalty, aligning these efforts with business goals to fuel growth and success.In my career, I’ve developed data-driven strategies that transform customer feedback into actionable insights, improving customer journeys and engagement across all areas of the business. I’m passionate about building and leading teams, mentoring professionals at all levels, and fostering an environment where everyone is encouraged to share ideas and collaborate.I thrive on working closely with a diverse group of team members and partners, from software engineers to front-line executives, to bring customer-centric initiatives to life. My goal is to ensure that we not only meet but exceed customer expectations, consistently achieving high industry rankings and building strong brand loyalty.I’m always eager to connect with others who are enthusiastic about customer experience and innovation. Let’s connect and explore how we can create exceptional experiences for customers together.
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Mclean, Va, Us
Progressed through key roles at Capital One, leading customer experience strategies across multiple departments, including Customer Relations, Operations Analysis, and Sales. Spearheaded the global Customer Experience Management Program, enhancing customer satisfaction and driving Capital One to top rankings in the J.D. Power CX index
Mclean, Va, Us
Built and direct the global CX Management Program, leading a diverse team of up to 20 direct and indirect reports, including software engineers and product managers, to develop strategies that drive customer satisfaction and align with corporate objectives. Manage a multi-million-dollar budget to execute VOC programs, leveraging analytics to deliver actionable insights and enhance customer interactions across all touchpoints.• Elevated Capital One to top J.D. Power rankings by developing a best-in-class CX program, transforming traditional market research into a cloud-based system that drives customer insights and strategic growth• Enhanced customer retention and loyalty by constructing and expanding the VOC program, utilizing advanced analytics and feedback systems to capture valuable customer insights and drive continuous improvement• Enabled real-time data movement and insight generation by transitioning the technical infrastructure of the VOC program to a cloud-based system, API-driven system
Mclean, Va, Us
Deliver strategic value for the Enterprise via thoughtful, customer-back investigation and analysis into Capital One's channel deliver and business policies• Designed the customer need-based strategic framework for US Card’s call center servicing operations, which successfully increased customer satisfaction while simultaneously reducing overall ops costs• Assisted with strategic design of award winning “High Value” customer service operation and led analyst team in charge of its operational performance• Integrated customer value and complaint data to redesign the account close process in a manner that reduced complaints 50% while preserving 90% of account NIAT (Circle of Excellence winner)• Built and patented a business process model to leverage historical transaction, risk, and chargeback data to redesign US Card’s transaction chargeback policy (US patent #8,346,638, Circle of Excellence winner)• Built an automated process to proactively contact cardholders with unactivated accounts and get them to activate, creating ~$52MM of NPV (Circle of Excellence winner)
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Stephen Phillips works for Capital One.
Stephen Phillips is listed as Customer Experience and VOC Executive | Building Brand Loyalty Through Data-Driven Insights and Customer-Centric Innovation at Capital One.
Stephen Phillips is based in Richmond, Virginia, United States while working with Capital One.
Stephen Phillips has worked for Capital One.
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Stephen Phillips holds Mba, Information Technology And Business Transformation from Mit Sloan School Of Management.
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