Steven A. Brown Email & Phone Number

Lakeville, Mn, Us

Greater Minneapolis-St. Paul Area

Seeking a role on an executive team to lead value creation and transformation at the intersection of people, technology, and operations/process where the customer experience comes to life. Industry independent but most interested in B2C including services, retail, hospitality, healthcare, transportation, supply chain, and food service. In the meantime, continuing to work on other projects and interests including:• Business development in the connected home services space• Strategic technology and customer experience consulting/advisoryAlso available for public or not for profit Board Service.

Brooklyn Center, Minnesota

Caribou - Einstein, Inc. - A leader in the coffee and bakery segment of the restaurant industry with nearly 2,000 locations and including innovative brands – Caribou Coffee, Einstein Bros. Bagels, Coffee & Bagels, Bruegger’s Bagels, Noah’s New York Bagels, and Manhattan Bagels.Responsible for all aspects of customer, technology and digital with the aim of creating a seamless and extraordinary omnichannel customer experience in support of the company’s growth strategy. Also, for leading the integration of the coffee and bagel businesses, strategic program management, and operations engineering.

Minnetonka, Minnesota

CARLSON, INC. – Minnetonka, Minnesota A global leader in hospitality, travel, and marketing that employed 190K people in 150 countries. Promoted and role expanded to create, collaborate, socialize, and launch Carlson’s enterprise-wide innovation strategy. And, as member of the Executive Committee, collaborate with the CEO and key leaders to create a new vision and operating strategy.

Minnetonka, Minnesota, United States

Partnered with Board members to advise on strategy, review performance against purpose, policies, objectives, and plans, ensure effective organizational planning, ensure key capabilities are available and/or developed, ensure resource availability for strategic priorities, ensure appropriate business resiliency plans and risk assessment, and ensure continual progress of collaboration, innovation, and culture.

Minnetonka, Minnesota, United States

Promoted and given additional responsibility to lead and drive growth of key revenue generation and customer experience capabilities including distribution, reservation sales, and customer service.

Promoted and given additional responsibility for the role of CIO Carlson Hotels Worldwide, a leading global hotel company with more than a thousand hotels in 77 countries. Expanded role included leadership of business process innovation and technology development.

Minnetonka, Minnesota, United States

Promoted to lead Carlson’s technology and information security capabilities including infrastructure technology and operations, enterprise application development and maintenance, enterprise architecture and information security for six strategic business units and corporate functions.

Minnetonka, Minnesota, United States

Hired to develop and implement an enterprise-wide technology strategy/architecture designed to achieve the organization’s strategy of leveraging customer data to maximize revenue while driving shared platform efficiencies across the company’s portfolio of businesses and brands.

Eagan, Minnesota

Northwest Airlines, Inc. – Eagan, MinnesotaNorthwest Airlines at the time was the fourth largest U.S. commercial passenger carrier with USD 10B in annual revenues and, with its alliance partners, the largest passenger carrying entity in the world. Managing Director Global Technology Development (2001 - 2005) Promoted to lead global development and delivery of business solutions and maximize technology leverage. Role included responsibility for over 290 production applications across critical customer self-service, digital/omnichannel, technical operations, flight operations, alliance integration, revenue optimization, customer loyalty, B2B, and enterprise platforms.Managing Director Customer Experience Portfolio (1999 – 2001)Promoted to advance the organization’s competitive capabilities across the customer experience by leveraging technology to create profitable differentiation including industry first customer self-service, airport experience, e-commerce, customer relationship management, and loyalty solutions. Director Operations & Development – Reservations Sales & Services (1994 – 1999)Promoted to optimize the operation and annual handling of 70M customer contacts and to leverage technology to maximize efficiency and enhance the customer experience. The Reservation Sales & Services Division was composed of nine domestic and fourteen international contact centers encompassing 25+ individual lines-of-business, employing 5,000+ sales and service representatives, and generating annual revenues of USD 1.3B.

Master Of Business Administration (M.B.A.), Finance And Information Technology

Bachelor'S Degree, Finance And Information Technology