Award-winning, seasoned Customer Experience (CX) executive leader with a successful record in delivering strategies and tangible improvements in customer loyalty, satisfaction, revenue, and organizational change by:
> Developing CX visions & strategies to align with brand/business objectives;
> Implementing customer measurement systems across all lines of business (LOB) and channels, e.g., surveys, qualitative & quantitative research, social media/online communities, etc.
> Evangelizing & operationalizing CX disciplines across LOBs with senior executives;
> Implementing customer data analytics to drive actionable insights;
> Leading interaction design initiatives with roadmaps;
> Managing Customer Complaint functions to ensure adherence to regulatory/legal requirements;
> Designing & executing marketing & operational communication programs.