Donna Lee

I am a Human Experience (HX) Strategist and Practitioner with more than four decades of hands-on leadership across multifamily housing, organizational development, and human performance. My work lives at the intersection of customer experience, leadership behavior, and real-world execution—where strategy either translates into daily practice or fails.

I began my career in multifamily housing in onsite operations and have continued to work directly in communities throughout my career, even while serving in senior leadership, advisory, and consulting roles. I have led portfolios exceeding 8,000 units across conventional, affordable, LIHTC, mixed-use, and tribal housing; supported large-scale lease-ups and repositionings; managed multimillion-dollar capital and grant-funded initiatives; and partnered closely with ownership groups, boards, and governing councils to implement sustainable operational and cultural change.

What differentiates my CX work is that it is built from lived experience. I do not approach customer experience as a theoretical discipline, but as a human system shaped by leadership presence, communication, emotional intelligence, and consistency under pressure. My perspective has been formed by decades of managing frontline teams, resolving conflict, stabilizing challenged assets, reducing turnover, improving service delivery, and navigating environments where trust and clarity directly impact outcomes.

In addition to my operational background, I am a certified Life and Business Coach, professional speaker, and doctoral-level practitioner in holistic and integrative wellness. My broader work explores how mindset, stress, burnout, trauma, and behavioral patterns influence both employee engagement and customer experience—particularly in people-intensive, high-pressure environments. I integrate behavioral science, neuroscience-informed coaching, and wellness leadership to support sustainable performance rather than short-term fixes.

Today, I work as a speaker, trainer, and advisor to organizations seeking to improve customer and employee experience through human-centered leadership. My focus is on translating CX strategy into everyday behaviors that frontline teams and leaders can actually execute—because if it doesn’t work in the field, it doesn’t belong in the framework.

I believe the future of customer experience lies not in better scripts or systems alone, but in developing leaders and teams who understand how people experience work, service, and community in real time. My mission is to elevate Human Experience (HX) as a practical, measurable, and lived discipline—grounded in credibility, compassion, and results.

I own my own Consulting Company