Heather Gillbanks, CCXP

𝑬𝒙𝒆𝒄𝒖𝒕𝒊𝒗𝒆 𝑬𝒅𝒊𝒕𝒐𝒓 𝑪𝑿𝑷𝑨'𝒔 "𝑪𝑿 𝑩𝒐𝒐𝒌 𝒐𝒇 𝑲𝒏𝒐𝒘𝒍𝒆𝒅𝒈𝒆"; 2023-5 CXPA Board of Directors
An inclusive, versatile & goal-oriented Customer Experience Leader (VP+) with deep expertise in process & cost optimization, change management, and leveraging best practices. Utilizes exceptional interpersonal and communications skills to guide and develop cross-functional teams and drive consensus among executives. A driven and strategic top-performer who delivers efficiency and profitability for organizations in B2B, Manufacturing, Energy/ Oil & Gas, Aviation, Banking & Insurance, Entertainment, Medical Devices, & entrepreneurship. 

𝑲𝒆𝒚 𝑨𝒄𝒄𝒐𝒎𝒑𝒍𝒊𝒔𝒉𝒎𝒆𝒏𝒕𝒔
• 𝑬𝒙𝒆𝒄𝒖𝒕𝒊𝒗𝒆 𝑬𝒅𝒊𝒕𝒐𝒓 𝑪𝑿𝑷𝑨'𝒔 "𝑪𝑿 𝑩𝒐𝒐𝒌 𝒐𝒇 𝑲𝒏𝒐𝒘𝒍𝒆𝒅𝒈𝒆"
• Earned GE Chairman’s Leadership Award and 88 other professional awards
• Co-founded GE’s IT Audit program 
• Established company-wide GE peer-to-peer Customer experience council
• Published author: "A Roadmap for Deploying Domino in the Organization”, a guide for decision makers and implementers of large-scale change in an enterprise
• Remediated one of world’s largest indirect sourcing systems, cleaning up $10.2M in unreconciled transactions
• Spearheaded PMO benchmarking program across GE, enabling 44% headcount reduction in year 1
• Integrated 4,250 people from multiple orgs into 1, while optimizing associated processes & tools