- Took pandemic-induced career reassessment and invested in professional development, including experience with Generative AI and continued professional development in DEI and Net Promoter Score (NPS) best practices, while caring for ill parent.- Led various consumer research projects and data analyses as a freelance contractor, primarily in the automotive industry. - Eager to bring my customer experience research and leadership learnings to help my next employer drive high-impact customer-centric business strategies and lead inspired, high-performing teams- Managed ground-up real estate development project in Central Texas.

Led customer insights, eCommerce analytics, Voice of Customer and NPS programs to help create world-class experiences and drive revenue and lifetime value.- Deployed multi-touchpoint listening post to deliver real-time customer feedback into product and service operations.- Delivered continuous insights to the eCommerce team, blending CX feedback and website analytics (Google) to determine both the "what" and "why" behind shopping behaviors. This resulted in 50+ improvements to the website shopping experience, resulting in a 2% increase in purchase conversion rates.- Deployed a Net Promoter Score (NPS) program across all customer, consultant, and geographical cohorts, the insights from which were used to validate existing priorities and to inform future strategies.

I headed up the Customer Experience transformation journey for Norton and LifeLock brands focusing on 3 main objectives: improve retention rates, increase acquisition of new customers, and help create a customer-centric culture. - Created a high-scale NPS program using the Medallia platform, with 30+ listening posts, 700 users, and role-based insights and dashboards.- Partnered with eBusiness team to identify and fix 26 eBusiness points of friction over a 9-month period, resulting in an additional $100,000+ of monthly conversion revenue.- Improved customer centricity, empathy and culture by embedding customer feedback into employee’s daily work, improving how business decisions were made.

Experian Consumer Services 3/2015 – 9/2016Drove Voice of the Customer (VoC) implementation.- Designed/implemented the NPS program, including journey mapping, data collection methodology, survey design, reporting and analysis strategies, closed loop processes and action planning.- Drove all implementation activities for Medallia, a class-leading CX platform.Karvida, Inc. 1/2015 - 2/2016- Delivered actionable customer insights for strategic VoC programs (proprietary client list).

Drove corrective action programs at the LOB level using Oracle’s Top Ten methodology- Identified root causes using multiple customer feedback resources.- Partnered with senior leadership to align operational initiatives relative to business impact.- Integrated social media research with traditional customer feedback to optimize business intelligence for product General Managers.

Satmetrix Systems, Foster City, California 2005-Present- Developed high-value Net Promoter programs for Fortune 500 companies that drove superior financial results. Key accounts include CenturyLink, Experian, HP, IBM, Intuit, McKesson, Oracle, Price Waterhouse Coopers, and Symantec.- Provided guidance to senior-level executives regarding key business priorities and investment decisions using Voice of Customer insights.