CUSTOMER EXPERIENCE STRATEGY | BUSINESS MODEL DESIGN | PROJECT IMPLEMENTATION
A comprehensive background leading multi-discipline corporate initiatives, with expertise in...
- Customer experience strategies developed in diverse areas including...acquisition, onboarding, website design, automobile lease renewal
- Qualitative and quantitative consumer research techniques to develop value propositions
- Using facilitation and interviewing to gather customer needs and translating into guidelines for designing service and product offerings
- Developing customer journey maps to design client experience processes
- Database analytics and the use of predictive models for customer acquisition and defection
- Extensive large scope project management experience, including leadership of cross-functional teams - sales, IT, finance, human resources - , department management, as well as collaboration with customer-facing channels and marketing agencies