Nathaniel Ford

I am a Customer Experience and Quality Assurance leader with more than 20 years of experience spanning healthcare, technology, insurance, finance, and customer service. I began working in customer service positions starting in 2003 and, after earning a Bachelor of Arts in History from Washington College, worked in hospitality before joining Discover Financial Services in 2012 as a frontline phone agent. After approximately a year and a half in that role, I transitioned into a pioneering Speech Analytics program, beginning a career focused on quality, analytics, and consumer experience.

Since then, I have led quality, analytics, and consumer experience initiatives at Discover, Allianz Partners, Facebook, and University Hospitals. Currently, I serve as Supervisor of Quality Assurance at University Hospitals, where I oversee quality programs supporting patient access operations, including QA frameworks, consumer feedback programs, and cross-functional consumer experience initiatives. My areas of expertise include quality management, speech analytics, consumer experience measurement, survey design, and operational performance improvement.

Originally from Maryland, I have lived and worked in Delaware, Pennsylvania, Texas, and Virginia throughout my career, giving me exposure to diverse organizations, teams, and markets. I have worked fully remote since joining University Hospitals in 2021 and am currently based in Richmond, Virginia.