Profile

CCXP
CXPA Book of Knowledge

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Bio

​I'm a customer-focused professional with over 30 years experience in various leadership roles spanning client management, product management, sales support, and customer experience. I worked with Fortune 500 orgs. in the health care analytics space for 25 years and moved into property casualty insurance for the last 7 years. I have organized advisory boards, focus groups product feedback sessions. I have strong analytics background - and passion - for leveraging data and customer feedback to inform strategic planning and tactical execution.​​​ 

I support market leads within Business insurance to assess customer & agent pain points and then partner to craft and implement solutions that improve the experience and bring value to the business.
  • Strategic and tactical responsibility for VOC programs to capture, identify and address customer needs, preferences and pain points that impact satisfaction and loyalty
  • Responsible for survey design to support business goals; reporting and analysis to identify process improvements; and monitoring front-line closed loop actions
  • Conduct in-depth VOC analysis to inform CX roadmap, support strategic initiatives, and prioritize IT investment
  • Map customer journeys, develop personas, identify pain points that resulted in changes to customer communications, auditor best practices, onboarding experience, dispute resolution processes, and enhancements to online experiences
  • Present insights and recommendations to business leaders that have measurable business impact and drive improvements in customer experience
  • Proactively consult and business partner with functional leaders to develop action plans and implement changes
  • Manage VOC reporting platform including design of real-time dashboards tailored to stakeholder audiences
  • Collaborate with Small Commercial and Middle Market business partners to ensure alignment and consistency with insights, recommendations and action plans to drive experience improvements
  • Promote and cultivate customer centric culture through education, engagement activities, employee spotlights, best practices, management messaging, and CX recognition awards
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Industry

  • Insurance

Global Region

  • United States