Profile

Director of Customer Experience,
NASB

Contact Details

NASB
Kansas City, MO

Bio

As the Director of Customer Experience at NASB, I play a key role in developing infrastructure and programs to measures, track, monitor and positively influence the customer experience, ultimately working to achieve our vision of becoming the most customer focused banking and mortgage lending company.

I produce timely, actionable insights which identify and quantify opportunities to improve the overall customer experience. Changing culture, embedding change, and making improvements along the way are main keys to success. It's imperative using the voice of the customer in all business decisions in order to create strong customer loyalty.

Industry

  • Banking

Job History

NASB
Director of Customer Experience
Kansas City, MO, United States
February 2021 - present

GEHA
Customer Experience VoC Measurement Lead
Lee's Summit, MO, United States
June 2018 - present

DST Systems
Client Experience VoC Program Manager
November 2012 - May 2018

DST Systems
Director of First Impressions
November 2011 - November 2012

DataSource Inc
Account Manager
January 2006 - January 2011

Honors and Awards

NPS Certified (Net Promoter)
Satmetrix (SMX)
2013