Jennifer Wood, CCXP

I’ve been part of the CXPA community since 2018 and have spent my career at the intersection of customer experience, operations, and business transformation. I helped build a customer experience practice from the ground up, introducing Voice of the Customer programs, NPS and CSAT measurement, and establishing executive governance to ensure customer feedback translated into action.

Today, as Director of Customer Success and Operations Improvement, I lead teams focused on process improvement, automation, and AI-driven transformation. Throughout my career, I’ve also led Customer Success and Product Management teams, using customer journey mapping to create more seamless experiences across services, products, and customer touchpoints.

I’ve been honored to receive the Excellence Award, the Jone Panavas Award for leadership through influence, and the Catalyst Award as a people leader. I’m passionate about bringing clarity to ambiguity and helping organizations connect strategy, customer insight, and operational execution to drive meaningful business outcomes.