Howard Soles, CCXP

I recently earned my CCXP, culminating a learning expedition and passion for experience management best practices. Prior, CX learning credentials include Bain's NPSx Certified Customer Experience Practitioner, Qualtrics XMF, and various learning path's through LinkedIn Learning and Accenture Academy. I love learning and sharing CX best practices to my team and across my organization and look forward to connecting with like-minded individuals and other CX Thought Leaders.

I'm currently the Customer Insights and Engagement Manager at NOVA Chemicals, where I leverage over two decades of experience to enhance customer experience management and design. My role focuses on managing the Voice of the Customer Listening Strategy, utilizing tools like Qualtrics, EchoesAI, and MS Power BI to generate actionable insights. By aligning customer feedback with operational metrics via the Perfect Order framework, I help foster a customer-first mindset across the company.  

With a strong foundation in customer advocacy, I have consistently supported initiatives to improve customer journeys and organizational performance. My work emphasizes data-driven decision-making and collaborative problem-solving to deliver meaningful outcomes for customers and internal teams alike.

I'm a lifelong Pittsburgher (Let's Go Pens). I captain a beer league hockey team that somehow has stumbled are way to several championships over the past decade. I also love playing and collecting guitars. My wife Liz and I have two dogs and can be found weekends at our camp or at her concerts, where she fronts the top 80s cover band in the tri-state area (also the band has perfect CSAT scores on Google and Facebook:), although my volunteer employee experience doesn't align being stuck prepping cheap sunglasses at night giveaways and doing the boring accounting afterwards. Glad I picked CX as a career instead:)