Profile

Head of Customer Experience & Corporate Strategy,
Strategic Education
CXPA BOARD OF DIRECTORS
CCXP

Contact Details

Strategic Education
Reston, VA

Bio

I love the complex journey of a transformation.

It's why I'm drawn to creating transformational customer growth and focus for organizations. Often messy and always difficult, organizations emerge with greater clarity of purpose and operating models to create stronger customer and employee loyalty at all levels. I'm also an ultra-runner and coach, likely for the same reason. I've seen firsthand the transformative power of movement on the head and the heart, and it's so rewarding to help individuals (and organizations) push the limits of their own thinking and capabilities.

In my current role, I’m fortunate to blend my passion for improving customer outcomes with the mission of driving better global futures. I lead divisions, initiatives, and capabilities that more seamlessly integrate marketing, product, operations, and service to accelerate customer and business success. A two-time Experience Officer with strong strategy orientation, I serve as a change agent to amplify customer and employee voice and value throughout all facets of business operations. I love leading and inspiring teams and feel you can’t be in the business of CX without being people-first – consumer and employee alike.

I also serve on the Board of Directors of the Customer Experience Professionals Association, dedicated to advancing and accelerating the global CX profession.

Industry

  • Education

Job History

Strategic Education
Head of Customer Experience & Corporate Strategy
Herndon, United States
August 2020 - present

Strategic Education
Head of Customer Experience & Insights
Herndon, VA, United States
July 2019 - August 2020

Gannett - USA TODAY NETWORK
Head of Customer Experience & Data Science
January 2014 - January 2019

AARP
Senior Strategist, CX Design
Washington, DC, United States
October 2008 - October 2014

Designation

  • CCXP