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Work Background
EvernorthSenior Manager Product Strategy UX/VoC
Sep. 2022Austin, Texas, United StatesOwn VoC: Digital Experience program across all Cigna and Evernorth digital brands.
Express ScriptsSenior Manager Product Strategy UX/VoC
Sep. 2019 - Sep. 2022Austin, Texas AreaAs the Senior Manager Product Strategy (UX/VoC) I own and manage delivery of the ESI VoC program. My team is responsible for delivering all program insights and metrics, including top pain points, correlations, root cause, and industry best practices across the digital experience. My team is focused on empowering product owners with the insights they need to provide an exceptional customer experience.
AtlassianProgram Management Senior Associate / VoC
Jan. 2018 - Feb. 2019Austin, TexasResearched, tested, and launched Atlassian’s new customer insights program using Qualtrics. This new program increased the quality of response (less bias as a result of implementation) and increased qualitative responses by 60%. - Designed, performed, or participated in a variety of research modalities and accomplished our goal of providing actionable feedback to our stakeholders. - Improved insights delivery and adoption by developing a new classification framework and methodology for qualitative insights. - Designed and provided requirements for the design of Business Intelligence & Reporting that highlighted key focus areas and progress relative to objectives. - Researched, tested and launched customer happiness tracking initiative providing relevant actionable metrics. - Designed best practices, employed tactical and programmatic researched methods to ensure our programs were launched ethically and in collaboration with the company's and individual team's primary objectives for success. - Planned and executed the research, and requirements gathering, necessary to ensure stakeholders adopted our programs and had a voice in [the program’s] improvement. - Drafted data models that supported our team's analytics needs and integrated with the corporate data architecture to ensure a high level of insights relative to the customer journey.
- Documented Data Governance plans, how to guides, and program guides increasing visibility and support of our corporate culture of "open" and continuous improvement
- Developed new reporting methodologies that improved the communication of NPS results to stakeholders. - Worked collaboratively across all organizations within the business teams ensuring adoption and actionable results.
AtlassianProgram Manager, Reporting & Analytics / VoC
Dec. 2016 - Jan. 2018Austin, Texas AreaResponsible for researching, documenting, and implementing opportunities for the improvement of Atlassian's existing VoC program. Support Customer Insights Managers with analysis or capture business requirements based on their feedback. - Identified and documented opportunities for improvement to the existing VoC program - Provided reporting to support findings and highlight potential risks or bias inherent in the existing program. - Documented existing data model and the systems being used to capture VoC data. - Researched various NPS programs across a variety of companies and industries and socialized risks and rewards of our current initiative. - Recommended innovate new approaches, based on research and past experience, to reduce bias, improve analytical capabilities, and stakeholder adoption.
AtlassianVOC - Customer Insights Manager
Sep. 2014 - Dec. 2016Austin, TXResponsible for delivering customer insights for JIRA & JIRA Service Desk as part of a new VoC initiative. - Developed and initiated 1st phase text analytics program to improve thematic classification of customer feedback. - Collaborated with Customer Insights team members to develop various reports for reporting product insights.
- Performed qualitative and quantitative analysis of NPS results - Created a user friendly NPS analysis "calculator" to improve departmental efficiency
- Collaborated with product analytics to execute a new process for identifying top priorities by combining qual and quant data.
Electronic Arts (EA)Manager, Web & Strategic Project Analytics / VoC
Jul. 2014 - Aug. 2014Austin, Texas AreaManaged a team of analysts responsible for measuring and delivering insights for EA's end to end customer journey. - Responsible for launching WWCE VoC program that moved manual reporting of a few titles to automated business intelligence for hundred's of games.
- Increased delivery speed and visibility of top issues by designing new strategies for the implementation of Business Intelligence & Reporting
- Researched, tested and launched NLP (Natural Language Processing) initiative improving our ability to quantify and deliver actionable insights to both support operations and product teams. - Launched a strategic framework improving operational efficiency and reducing more than $14 Million in support costs for a single initiative.
- As a result of my team’s work WWCE improved customer satisfaction from 55% to 85%
- Worked closely with stakeholders across multiple departments to produce high quality solutions to complex problems. Primarily a new report that highlighted trends of top KPI against historical and forecasted results. The report included the reason for change and recommendations.
Electronic ArtsStudio Reporting / VoC Manager
Sep. 2012 - Aug. 2014Austin, Texas AreaManaged a team of analysts responsible for measuring and delivering insights for EA's end to end customer journey. - Designed new dashboards and increased distribution to a wider audience to improve executive awareness of key customer issues
- Launched stakeholder Dashboard/Product Portal for a holistic view of product activity with drill down capabilities
- Performed customer segmentation analysis that improved self-service capabilities and routing of support contacts
- Collaborated with analysts on the team to develop Statistical Process Control to identify and resolve potential high volume contacts (customer support issues). - Wrote business requirements for a new internal agent desktop that improved agent efficiency and clarity of customer issues. - Researched, designed ,and implemented a new issue classification taxonomy for customer service team that significantly reduced misclassification of customer issues.
Electronic ArtsManager Customer Voice
Jan. 2012 - Sep. 2012Austin, Texas AreaResponsible for monitoring and reporting customer feedback and sentiment across multiple channels in order to identify risks and opportunities for studios, marketing teams, and operational groups. - Developed and initiated VoC reporting which included analysis of and recommendations for improvement. - Performed qualitative analysis of customer contact data.
- Collaborated with WWCE Director of Analytics an to move VoC into his org structure in order to improve access to data and more senior quantitative analysts.
Electronic ArtsProgram Manager, Social
Aug. 2011 - Jan. 2012
Map My FitnessCommunity Manager / VoC
Nov. 2010 - May. 2011
Envision Creative GroupDirector of Business Development
Jul. 2010 - Nov. 2010Envision is a full-service Austin graphic design firm specializing in logo design, brand strategy/analysis, brochures and print advertising, direct mail campaigns, trade show signage, custom-designed PowerPoint presentations, web site design and development and oil & gas graphics. They even have a full in-house photography studio for that custom touch on all your creative pieces. So, let us help you enhance your image, target new markets, or launch your new product. We'll do it all. And, we'll do it with an eye on your bottom line.
Bicycle Sport ShopMarketing Director
May. 2006 - Aug. 2010
FixeonMarketing Asst./Customer Service Specialist
Jan. 2005 - Dec. 2005
Tang Soo Do AcademyCertified Instructor - Program Director
Jan. 2002 - Dec. 2005
Janus Mutual FundsInvestment Rep.
Jan. 2000 - Dec. 2002
noneprincipal
Jan. 1992 - Dec. 1995
noneprincipal
Jan. 1992 - Dec. 1995
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