Laura Marciano-Sawh, CCXP

I am a customer experience and operations leader with over a decade of experience building, scaling, and transforming customer-centric organizations in technology and SaaS environments. I currently serve as Vice President of Operations, where I oversee multiple customer-impacting functions and partner closely with executive leadership to align customer experience strategy with business outcomes such as retention, adoption, operational efficiency, and growth.

My career has been shaped by leading through complexity—scaling support organizations, navigating platform and product change, and driving cross-functional alignment in highly regulated and high-stakes environments. I am particularly focused on translating customer insights into actionable strategies, embedding CX accountability into operating rhythms, and ensuring that customer experience initiatives are measurable, sustainable, and tied to financial and operational results.

I bring a structured, data-driven approach to CX informed by my background in operations leadership, process improvement, and change management, while remaining deeply committed to the human side of customer experience—understanding customer needs, reducing friction, and empowering teams to deliver meaningful outcomes. I believe customer experience is not owned by a single team, but is a shared responsibility that must be modeled by leadership and reinforced across the organization.

Pursuing the CCXP certification reflects my commitment to formalizing and advancing my CX practice, strengthening my ability to influence enterprise-level CX strategy, and continuing to grow as a customer-focused leader.