CXPA Book of Knowledge

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Beaverton, OR

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Senior level Customer Experience professional with 15+ years of customer experience management expertise within the private and public sector. Provides leadership, process optimization and strategic direction to achieve customer experience improvement, customer loyalty and return on investment.

VP Customer Experience | Process Optimization

Skilled in advancing organizations towards improvements in the customer journey and implementing framework that becomes the fabric of the business. Experience working closely with key stakeholders and business partners to define and establish objectives and change management initiatives. Ability to design and implement Voice of the Customer (VOC) methodologies that provides insight, direction and a path for action planning.

Ability to provide leadership to cross-functional teams in the design and implementation of pipeline management tools that improve communications, cycle-time and reliability. Experience working with third party and internal resources to create VOC management dashboards and improve the delivery of customer data to managers. Skilled in designing customer experience training programs which provide insight and direction for the effective management of the customer experience.

• Customer Experience Management
• Communication Skills
• Analytical Abilities
• Team Leadership
• Employee Engagement
• Voice of the Customer (VOC)
• Process Optimization
• Change Management
• Strategic Planning


  • Banking

Global Region

  • United States