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CX Insights Manager
I transform customer and employee insights into measurable revenue growth and operational efficiency. As a CX leader and strategist with over 20 years of experience, I bridge the gap between complex data and strategic action—reducing costs, mitigating churn, and building loyalty.
My approach is rooted in a unique combination of certified discipline (COPC, Six Sigma Black Belt) and practical innovation. I don't just build programs; I engineer systems that link CX performance directly to business KPIs like Customer Lifetime Value (CLV) and operational cost.
My expertise lies in translating raw data into a competitive advantage:
· Building Insight Engines: I launched and scaled WE Telecom's first Voice of the Customer (VoC) verbatim analysis team. By later pioneering a text analytics initiative, we automated the analysis of unstructured feedback, saving over 80% in manual effort and uncovering the true drivers of dissatisfaction.
· Designing Frictionless Journeys: I map and redesign end-to-end customer experiences to target "moments that matter." For a key onboarding journey,
· Linking CX to Business Outcomes: I engineered a corporate CX measurement program and executive dashboards that create accountability by clearly connecting NPS, CSAT, and Customer Effort Score to churn rates and revenue.
· Activating the Frontline The CX: I believe sustainable excellence starts internally. By pioneering a Voice of the Employee (VoE) program, I channel frontline staff insights on customer pain points into systemic fixes,
· Benchmarking to Win: I established a competitive intelligence framework, including mystery shopping across 1,000+ locations, to identify service gaps and directly inform strategic redesigns that improve market positioning.
Key Areas of Expertise: Customer Experience (CX) Strategy | Voice of the Customer & Employee (VoC / VoE) | Customer Journey Mapping & Service Design | Six Sigma Process Improvement | COPC Frameworks | Text Analytics & Insights | CX Measurement & ROI | Competitive Benchmarking
I am passionate about partnering with CXPA to build data-driven, customer-centric cultures that deliver clear financial results. I would value inclusive practices that reduce barriers for all CXPA members and support full participation.
