- Persuaded CEO to redesign organization’s website (6B+ annual views) to include more customer-centric language by identifying, analyzing, and presenting pain points to executive leadership team- Built predictive model to forecasts customer satisfaction scores and led discussions with VP and Director of CX to reevaluate internal performance targets affecting 17K+ retail locations and 300K+ field employees- Lead team of three consultants to develop Deloitte’s Learning Experience Measurement market strategy and service offering to assess a learning/training program’s effectiveness

- Increased client’s revenue by 14% by recommending added contactless services, innovative product offerings across 30,000 retail locations, and loyalty program from a COVID-19 impact analysis across nine CX surveys - Managed and mentored team of two consultants to stand up and operationalize $70B organization’s first CX office through survey analytics and impact evaluations across seven customer touchpoints - Collaborated with cross-functional client teams to construct and implement 11 initiatives to reach client’s five-year strategic plan of “delivering world-class CX” and improving the experience of 500K+ employees- Planned three customer research learning modules and trained 300+ practitioners on quantitative analysis- Validated implementation plan for Deloitte’s internal philanthropy platform by conducting focus groups and in-depth interviews with key stakeholders and presented findings to executive sponsor

- Constructed state’s college value index by designing a multi-year survey assessment of academic quality and student outcomes of 16 academic institutions (100,000+ students)

- Improved the student experience at 40+ higher education institutions by designing research studies to quantify and measure the long-term outcomes (e.g., engagement, wellbeing, etc) of 1M+ alumni and students - Informed creation of success initiatives for 70K+ low-income, minority students at 15 community colleges by designing and implementing a large-scale survey research study - Evaluated impact of the student experience of 12 Hispanic Serving Institutions on alumni’s long-term outcomes and helped create evidence-based programs to accelerate Latino student success

- Updated financial risk models included in BOA’s resubmission of its 2014 stress test, resulting in Fed approval for a $4B stock repurchase plan and continued dividend payouts- Completed 7-month commercial credit training and development program designed to build expertise for underwriting, financial modeling, analyzing and monitoring portfolios for Middle Market agreements- Monitored portfolio of 30+ clients with over $500M in credit and treasury exposure- Prepared quarterly and annual financial analysis summaries, tested financial covenant compliance, and evaluated deals to assign an appropriate performance based risk rating- Supported Senior Portfolio Managers with evaluating, structuring, and underwriting new credit requests, renewals and expansion/modification of existing credit facilities