Since March of 2021, I have been a part of the CX Advisory community at Medallia. This team of senior consultants provides thought leadership and strategic guidance in core CX competency areas known to accelerate business outcomes and support client success, including change management, governance, communications and training, strategic program planning and design, journey mapping, and design thinking. Prior to joining Medallia, I was the CX Implementation & Improvement Manager for Union Bank, and before that the Sr CX Program Manager for Bank of the West. My banking experience goes back for 20 years in leadership roles from Branch Manager to Divisional Sales & Service Coach where I was able to work closely with clients, front-line teams, and senior leaders alike to deliver the best experiences for employees and clients alike.