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Work Background
Touchpoints CXConsultant
Jan. 2024Lewis Center, Ohio, United StatesI help B2C leaders looking to improve their CX metrics, quickly identify strategic communication opportunities that can save money, improve engagement and retention rates, raise NPS scores and lower complaint/call volumes.
PHH MortgageDirector, Servicing Communications Strategy
Sep. 2021 - Jan. 2023
ChaseSenior CX Onboarding & Engagement Marketing Strategist
Mar. 2021 - Sep. 2021Columbus, Ohio Metropolitan AreaOwn the strategic onboarding and lifecycle experience for customers utilizing digital only products to build good financial health habits. Use data, insights and automation to optimize programs driving high customer engagement with relevant and timely content through digital channel preferences.
ChaseSenior CX Communications Strategist
Oct. 2019 - Mar. 2021Columbus, Ohio AreaLed strategic direction and management of CX and transformation communications impacting customers and employees. Driving the mission through employee readiness, story-telling and a surround-sound channel approach (video, digital, social media, email, and live events). Use of analytics to isolate trends; response, subject matter and consumption preferences to optimize engagement across the journey.
ChaseSenior CX Program Manager
Mar. 2018 - Oct. 2019Managed and presented the CX Originations Home Lending initiatives as a roll up to monthly steering meetings presenting to the CEO. Tracked and managed customer pain point successes, sharing across employee channels to celebrate transformation and customer wins.
ChaseSenior Strategist Marketing Mortgage Originations | Marketing Default Mortgage, Chase Home Lending
Apr. 2011 - Mar. 2018Columbus, Ohio AreaLed digital forward acquisition, retention and lifecycle marketing strategies driving awareness and digital engagement, quality of sales leads and application goals. Delivered personalized offers and relevant content via digital & direct mail channels, CRM tools, social media, strategic media placements. Used data and insights to make targeting and channel recommendations optimizing programs for greatest ROI.
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