Joe Smith, CCXP, PMP, UXC

Sr. CX Strategist @CSG International

🔥 Startup Founder💸 Marketing✔️ ITProducer👍 Sales & BizDev🐦 Design🧨 Consulting🎥 Entertainment🧮 EducationGrowth HackerCreative ProducerUX/UI DesignerArtist ManagementProduct ManagerProject ManagerData AnalystVideo EditorBusiness AnalystAdvisorCustomer ResearcherProduct Consultant

Blending over a decade of strategic leadership with a passion for Customer Experience and design thinking. I drive business innovation by championing customer and employee-centric initiatives. My analytical prowess ensures measurable outcomes, guiding cross-functional teams to craft impactful solutions. I have worked with clients in Fortune 100 companies in retail healthcare, financial services, retail, telco, and BC&S. In the realm of strategy and leadership, my approach is both analytical and imaginative. As a Strategic Leader, I excel in connecting the dots between initiatives and measurable outcomes, ensuring that every project’s success is quantifiable. My expertise in Design Thinking empowers me to lead cross-functional teams that design the ideal end solution and meticulously deconstruct it into achievable, impactful components. My journey has been marked by a diverse set of roles where I’ve honed my skills in Customer Experience (CX), Creative Direction, Process Improvement, Product Development, and Brand Strategy. With a solid foundation in Project and Program Management, I’ve led hybrid and agile teams to deliver solutions that resonate with both end-users and employees, ensuring a harmonious blend of form and function. Communication is the lifeline of project success, and I’ve established a track record of fostering open dialogue among team members, stakeholders, and executives. As a proactive problem-solver, I prioritize quality and am adept at identifying opportunities, mitigating risks, and navigating the intricacies of CX/EX principles, Scrum framework, and UX design. As a Musician I apply my skills to the bands I lead. I have led jazz and funk band, The Spicy Pickles, for over a decade, touring coast to coast. I have led all-star big bands at jazz festivals around the US. As an endorsing artist for BAC custom trumpets and Denis Wick mutes & mouthpieces, I regularly consult with these companies to help improve their processes, products, and help identify opportunities.

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Work Background

CSGSr. Experience Strategist - CX Strategy & Advisory

Feb. 2023Denver, Colorado, United States• Focus on Customer & Employee Experience within Financial, Insurance, & Healthcare verticals • Evangelist for metrics to explore context, identify actionable insights, and find use cases for our SaaS solutions. • Use Natural Language Processing tools to conduct customer feedback analysis • Developed POC of data visualization for internal use by Customer Success team to provide better YoY forecasting for our products. • Using storytelling and data sets to walk customers through potential use cases, along with ROI to determine viability of solutions • Conduct maturity model assessments to identify gaps, possible use cases, and to recommend next best actions. • Facilitate workshops for internal alignment and to break down silos. • Conduct user interviews for product understanding and pain point identification. • Generate thought leadership content emphasizing the importance of building a relationship with your consumer.

Joe Smith & The Spicy PicklesOperations Manager & Creative Director

Feb. 2013Greater Denver AreaManage all operations for nationally touring jazz band, including creating and maintaining organizational standards and goals. Maintaining branding and identity standards through use of social media, website, and marketing material development. Communicating organizational and project visions consistently and continually to project teams, coordinating timelines across multiple teams working on the same project. • Managing bids and contracts with multiple vendors to meet budget requirements, and keep projects on schedule, while maintaining quality standards. • Guide full teams of writers, artists, designers, and managers, sharing information and feedback when necessary to facilitate efficient business operations. • Ensure consistent branding and messaging standards across the entire organization. • Spearhead hiring and training while simultaneously providing coaching to the creative personnel to achieve optimal results.

SelfFreelance Musician - Trumpet

May. 2012Denver, Colorado, United States• An endorsing artist for BAC Custom Trumpets and Denis Wick mouthpieces and mutes • Creating educational content for BAC music instruments • Guest lecturer and clinician at music camps, clinics, studios, and festivals for middle school to graduate level students • All-star band leader at festivals across the United States, seeking new collaborations • Leading bands across the United States, including on the main stage at the Telluride Jazz Festival • Music licensing through Sixty-Four music, with licensing placements in commercials for UPS, LeoVegas, Visit Seattle, and in major motion pictures including 'The Killing of a Sacred Deer' • Versatile trumpet player with professional experience across a wide array of genres from symphony orchestras, Top 40 commercial bands, jazz, chicano, and brass quintets.

CSGCX Strategy Consultant

Oct. 2022 - Jan. 2023Denver, Colorado, United States• Facilitated cross functional enterprise design think workshops to uncover user and employee pains and find areas of opportunity for B2B SaaS solutions, including journey orchestration. • Created E2E User Journey Service Blueprint in Lucid Chart using information gathered from on-site and remote workshops, and validating the user journey through customer interviews. • Presented all findings and recommendations from user interviews and workshops to company President and SVP's for Fortune 250 company.

consultantCX Strategy Consultant

Sep. 2018 - Oct. 2022Greater Denver Area• Facilitated projects as consultant in UX design, business transformation, customer experience (CX), branding, and immersive advertising, with strict timelines and budget constraints. • Mentored executive leadership and project teams in the scrum framework and agile methodologies, enhancing their strategic agility in customer experience initiatives. • Executed in-depth customer interviews to uncover immediate and long-term opportunities for enhancing customer satisfaction and loyalty. • Orchestrated cross-functional workshops to map out business processes, identifying critical customer touch points for strategic enhancements. • Analyzed and proposed SaaS solutions to optimize customer experience, providing ROI estimations for each recommended action. • Acted as Product Owner to create digital experiences that focused on creating frictionless customer experience.

Ironsmith FilmsAssistant Editor

Jan. 2020 - Aug. 2022Denver, Colorado, United States• Created content for projects ranging from education to commercial, with final products using broadcast and social media for delivery. • Worked on all aspects of projects from pre-production through post-production, operating as a PA, AC, Camera Op, DIT, and Editor. • Collaborated on creative solutions to meet the client vision within budget. • NLE editor in Premiere Pro and Resolve • Camera Op on Sony FS7, Sony A7iii, Panasonic GH5, and Z Cam E2-F6 platforms

Community-Minded DanceStrategic Program Manager & Music Director

Aug. 2014 - Oct. 2018Greater Denver Area• Spearheaded stakeholder collaboration to define program scopes and budgets, aligning with organizational objectives and financial constraints. • Achieved a significant cost reduction, totaling $40,000 over two years, through strategic budget management and cost-saving initiatives. • Led the organization-wide implementation of Jira to streamline project ticket prioritization, enhancing operational efficiency. • Developed comprehensive project management documentation, leveraging Google Workspace, Microsoft Teams, and Trello to maintain alignment with project goals and timelines. • Conducted thorough audits and surveys to assess program performance, identifying key areas for strategic improvement. • Directed the strategic redesign of five websites within the portfolio, focusing on user experience, branding, information architecture, and integrated event ticketing solutions. • Championed the development and execution of a tailored organizational change management (OCM) strategy, facilitating the organization’s transition to hybrid and agile methodologies.

Community-Minded DanceProject Manager

Dec. 2013 - Jul. 2014Denver, Colorado, United States• Managed entire project life cycle for multiple projects operating concurrently. • Demonstrated expertise in strategically managing hybrid and agile teams, time, and resources to product project deliverables in budget and on time. • Streamlined onboarding of new employees and contractors brought on at various stages of projects, providing coaching and skill building resources. • Developed and implemented marketing plans, and analyzed ad spends via digital reporting tools. • Conducted user interviews to identify areas of improvement especially focused on websites and ticketing systems for events, then prioritized and presented findings to executives. • Innovated ticketing systems employed, identified opportunities and defined new strategies driving business growth and increasing sales by 20% in the first year, and decreasing ticketing fees by $3,000.

MC AdvantagesOnline Sales Director

Nov. 2012 - Oct. 2013Grimes, IAManaged retail online sales for motorcycle aftermarket parts distributor. Leveraging experience in marketing and inventory maintenance to improve current eCommerce websites and add additional stores with new product lines. • Worked with cross-functional team to identify and collaborate on solutions for communication errors between the receiving and shipping department, and presented findings to C-suite. • Utilized time management systems and resource allocation skills to exceed sales goals by $20,000 in the first two quarters. • Leveraged consumer trend expertise to improve the company’s sales strategies and approaches for all product lines. • Analyzed markets and current advertising efforts to increase profits through effective marketing campaigns that included email campaigns, organic social media reach, and creating more customer touch points. • Identified customer pain point, and implemented after-sales customer phone and email support, which decreased returns by 30%.