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Work Background
Customer Experience (Journey Mapping) Specialist
Siemens Digital Industries SoftwareCustomer Experience (Journey Mapping) Specialist
Jul. 2024Dunedin, Florida, United StatesAs a Customer Experience (Journey Mapping) Strategist at Siemens, I guide and coach the organization to create optimal customer journeys. From a prospect's initial awareness of a problem to becoming an advocate for Siemens offerings, I ensure a seamless and valuable customer experience. Passionate about customer delight, I influence and collaborate with others to optimize the customer journey. Key responsibilities include: Facilitating customer journey mapping sessions to understand customer needs at every stage. Providing insights to enhance customer experiences, increase conversions, and boost retention. Implementing a journey mapping framework to identify improvements and optimize strategies. Conducting customer research to understand multiple personas and enhance buyer enablement. Communicating customer perspective to Digital Customer Experience product owners. Leading journey mapping projects and ensuring they meet expectations. Promoting team collaboration and breaking down silos.
Senior Customer Experience Manager
Lumen TechnologiesSenior Customer Experience Manager
Mar. 2023 - Jul. 2024Responsible for driving strategy and executing the necessary actions to eliminate friction from customer interactions, identifying the root causes of customer dissatisfaction and prescribe concrete strategic recommendations on process and technology improvements to solve the problem. Deriving solutions along the customer journey and collaborating with impacted business units cross-functionally to implement the required interventions. Identify use cases and AI tools to drive efficiency on the team and better share information and collateral across the organization.
Lead Customer Experience Manager
Lumen TechnologiesLead Customer Experience Manager
Oct. 2021 - Mar. 2023Columbus, Ohio, United StatesAs a crucial member of the advocacy team, I led the Lumen customer community initiative, driving strategy, messaging, and implementation to transform customers into loyalists. My responsibilities included strategizing program scalability and growth, fostering collaboration between Sales and Customer Service, defining key performance indicators, and overseeing Salesforce and Gainsight integrations. I played a key role in developing governance processes, managed digital content creation, and orchestrated impactful events. This multifaceted approach aimed to create a vibrant customer community that listened, learned, and acted on feedback, ultimately cultivating lasting customer loyalty for Lumen.
Lead Analyst - VoC/CX
Lumen TechnologiesLead Analyst - VoC/CX
Jan. 2020 - Oct. 2021Dublin, OhioResponsible for Voice of the Customer program/systems requirements development and documentation, UAT, and stakeholder support, driving all levels of process design and audits end to end. Analysis of qualitative and quantitative research data results, reporting and presenting findings, and making insightful and actionable recommendations; collaborate with data scientists across the organization, integrate relevant operational, customer experience (NPS) and market/business knowledge; drive advancement of our customer-centric strategy, participate in projects that lead to deeper customer understanding, including journey mapping, employee experience and insights, psychographic segmentation and profiling, and product perception research, and develop relationships with and foster partnership and teamwork among various stakeholder groups in the pursuit of an improved customer experience.
Sr. Analyst, VoC / CX
AbbottSr. Analyst, VoC / CX
Oct. 2017 - Dec. 2019Columbus, Ohio AreaDesigned, implemented, and analyzed secondary data using Voice of Customer tools to perform functions ranging from simple data aggregation to complex text-mapping, trend analysis, and data visualization. Presented findings and recommendations to key internal stakeholders. Analyzed both quantitative and qualitative methodology and guided the development and optimization of marketing programs and content. Assured the quality and actionability of analysis by becoming knowledgeable about the brand(s) supported. Represented the voice of the customer to drive the development of effective marketing programs. Led a team of analysts responsible for reporting on business, marketing, and digital metrics, contributing to effective optimizations. Led automation efforts to increase analysis throughput. Created strategic and financial models to articulate business value, where appropriate (ROI, size of prize, SOV, etc).
Data Analyst
AbbottData Analyst
May. 2017 - Oct. 2017Columbus, Ohio AreaProvided digital analytics and measurement optimization recommendations to management and shareholders. Aggregated reports from CRM, media, and other sources. Prepared consolidated and actionable analysis/recommendations against business goals and performance measurements. Measured and optimized digital analytics including web, social media, mobile, search, etc.
Digital Content Manager / CX Analyst
SBC AdvertisingDigital Content Manager / CX Analyst
Jul. 2015 - May. 2017Columbus, Ohio AreaAs a Digital Content Manager, I had the opportunity to collaborate with top-tier and Fortune 100 companies, playing a key role in establishing and enhancing their digital and social brand identities. In this capacity, I worked closely with multiple clients, conducting strategic analysis and reporting to create impactful, tailored content across various channels. Reporting directly to the Senior Vice President, I contributed to the development of strong client relationships and ensured the successful execution of digital initiatives. Key responsibilities included evaluating customer research, market conditions, and competitor data to inform strategic decision-making. I developed and implemented effective strategies to drive online traffic to client websites. By exploring innovative approaches, I identified new social networks to engage with and reach our target audiences. This dynamic strategy allowed us to adapt to evolving market conditions and maintain a competitive edge in the digital landscape. A significant aspect of my role involved tracking, measuring, and analyzing all initiatives to provide comprehensive reports on social media ROI. Utilizing tools such as Salesforce, Cision, Google Analytics, and Sprout Social, I meticulously managed online brand and product campaigns. This hands-on experience not only enhanced my analytical skills but also optimized campaign performance and elevated brand awareness.
Marketing Director
TresloMarketing Director
Dec. 2012 - Jul. 2015Raleigh-Durham, North Carolina AreaLed impactful initiatives in web development, prioritizing the enhancement of customer experiences through the strategic design and execution of PPC and SEO strategies for a diverse client base. Notably, my contributions played a pivotal role in the success of i-Saiso, where I not only assisted in the development of the alzheimer/dementia application, but managed both organic/paid social media campaigns and designed all print and trade show displays/documents. I also extended my expertise to Triangle Rent-a-Car, by providing valuable insights in crafting engaging social media strategies/keywords, SEO optimization, and managing thousands of PPC campaigns. In addition to orchestrating digital marketing strategies across all communications, I championed a customer-centric approach by seamlessly integrating software solutions to enhance analytics reporting.
Senior Marketing Manager
CCSS USA CorpSenior Marketing Manager
Aug. 2010 - Dec. 2012Raleigh-Durham, North Carolina AreaLeading an innovative marketing team, I spearheaded global digital marketing initiatives to drive the expansion of the CCSS brand. I orchestrated advertising campaigns across digital and print platforms in key markets such as the US, UK, and Germany, implemented effective e-marketing strategies, and cultivated a strong web and social media presence. My role included overseeing public relations efforts, managing press planning and release editing, and coordinating various media opportunities. In addition, I assumed responsibility for the North American Marketing Budget, successfully revitalized content portfolio, and managed the production of print materials. I played a key role in seamlessly coordinating industry trade shows, overseeing the design of materials and displays. Importantly, I led lead-generation activities, managed databases, and nurtured leads through strategic marketing campaigns.
eMedia Project Leader
Penton MediaeMedia Project Leader
Aug. 2007 - Aug. 2010As an eMedia Project Manager, I directed the successful execution of successful webinars over 50 B2B publications across diverse industries, strategically emphasizing an enhanced customer experience. Meticulously organizing marketing leads for publication webinars, overseeing the entire process from scheduling digital promotion to lead report finalization. With a keen focus on customer satisfaction, I orchestrated email communications, technical rehearsals, reminders, and registration forms. Following each event, comprehensive packages of webinar statistics and registration information were delivered to clients, demonstrating the campaigns' impact. Key metrics, including impressions, clicks, click-through rates, and cost per click, were closely monitored for insightful post-event analysis. The average live event attendance ranged from 30-50%.
Marketing & Branding Consultant
Sport Court of Central OhioMarketing & Branding Consultant
Jan. 2006 - Jul. 2007Westerville, OHSuccessfully developed and executed a strategic marketing plan to seamlessly integrate new home sales as a compelling upgrade option. Additionally, I played a pivotal role in enhancing the regional brand presence by designing a distinctive logo, letterhead, and business cards that authentically represented the local market. My responsibilities extended to creating a comprehensive suite of collateral for tradeshows, encompassing informational flyers, impactful banner advertisements, eye-catching billboards, as well as door hangers and postcards tailored for both trade partners and customers. Leveraging my skills, I conducted thorough research and spearheaded effective email marketing campaigns aimed at driving sales and fostering customer engagement. These initiatives not only contributed to the company's market positioning but also underscored my commitment to delivering impactful and results-driven marketing strategies.
Marketing Associate, Webmaster
Truberry GroupMarketing Associate, Webmaster
Jun. 2005 - Aug. 2007Westerville, OH- Web design, maintenance of Truberry.com; using HTML, CSS, Flash, Java Script - Designed weekly enewsletters using HTML/CSS - Segmented markets to generate leads, drive traffic, and nurture leads - Print design: Postcards, Newspaper Ads, Billboard Design - Planned ribbon cutting ceremonies; orchestrated PR efforts to drive awareness and attendance
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