Trish Wethman Email & Phone Number

Chester Springs, Pa, Us

Wilmington, Delaware, Us

Lead customer-focused culture and growth strategies across the Best Egg platform, driving organizational adoption of our Purpose Statement and CX Vision- Built a VOC, customer and competitive insights function from the ground up to embed human-centered methodologies in our approach to our product organization and financial lines of business. - Implemented an online customer community (The Nest) which has grown to 3000 current customers and prospects in support of discovery and test and learn activities. - Partner with functional areas such as Marketing and Operations to drive key business outcomes around acquisition, conversion, retention and servicing. - Facilitate a cross-functional change management team focused on ensuring effective communications and leadership alignment to keep pace with organizational evolution. - Participate on cross functional AI Council to identify and implement innovative approaches to utilizing Generative AI to increase experience and efficiency. - Achieved #2 overall Customer Satisfaction ranking in J.D. Power 2023 Consumer Lending Satisfaction Study and maintained top ten position among fintech competitive set in 2024. -Implemented and set the vision for the Innovation & New Product Development function within organization- Executive Sponsor for Be Able Employee Resource Group focused on neurodivergence and visible and invisible disabilities

Wilmington, Delaware, Us

Drive organizational change management efforts to expand and enhance the Voice of Customer and Consumer Insights program with a focus on building a customer-focused culture: - Design Voice of Customer program incorporating multi-channel feedback mechanisms and state of the art text analytics tools to build and deliver actionable customer insights to the organization. - Lead efforts to leverage human-centered design approach in the development of products, features and services. - Manage implementation and ongoing maintenance of 2,000 member online customer community to create real-time research and engagement platform for our customers. - Partner with leaders across the organization to drive clarity and cohesion though facilitation of internal team and strengths-building sessions.

Exton, Pa, Us

Led efforts to create a holistic, member-focused end-to-end experience by synthesizing multi-channel customer feedback and journey mapping.Served as the "member voice" in partnership with Digital, Marketing, Retail Operations and Customer Service teams to identify and implement opportunities to align Citadel's products and services with member needs and priorities. Participated on new product development teams to advocate for member concerns and opportunities. Worked with HR and Learning and Leadership to build cultural alignment and encourage employee engagement.

Conshohocken, Pa, Us

Leveraging data, insights and customer listening activities to encourage customer-centricity and innovation in our processes, programs and associate initiatives - Collecting and reporting of qualitative and quantitative survey results to the organization to drive change and continuous improvement opportunities - Utilizing human-centered design methodology and facilitation techniques to lead the design of business solutions that match the needs and priorities of our customers - Working with a cross-functional leadership team to manage internal customer insight driven innovation process and portfolio for Fortune 11 pharmaceutical distribution company.

Baltimore, Maryland, Us

Promote advocacy, knowledge and empathy for the needs of our customers by ensuring that processes, communications and culture are aligned to create a positive and powerful customer experience.

Baltimore, Maryland, Us

Implemented and managed culture of innovation initiatives including Innovation Ambassador program and Innovation Leadership teams across nine North American locations to ensure clarity of vision, message and purpose.

Identified, documented and led the implementation of continuous process improvements across five engineering and four content & editorial operations teams in Radnor, PA, Ann Arbor, MI, Luxembourg, London and Tokyo locations

Coordinated the efforts of cross-organizational group of employees selected to work directly with the CEO to provide a direct line of communication between the employee population and executive leadership.

Provided day-to-day operational and strategic leadership to five senior managers and database and content management teams across two North American locations

Worked with Senior Leadership Team to implement a divisional program management office within the data organization supporting teams in Radnor, PA, Ann Arbor, MI, Luxembourg and London and managed a $16 million business and engineering integration project resulting from the acquisition of a competitor company, including business change management, engineering systems integration and customer migration effort

Led operations business process review to identify opportunities in editorial & training workflow and organizational structure, identifying and implementing recommendations to allow for increased cost-savings and better alignment of cross-functional responsibilities

Project managed a multi-year business migration and change management track of work for the implementation of a new content management system, including the training of 200+ business users, process flow and user Help documentation, internal communication effort and disaster recovery planning

Ba, Politics

Education record