I have over 18 years of experience in improving service delivery and transforming the customer experience through employee engagement and customer-centric process improvement initiatives. In my work, it’s important to me to drive change in a way that builds on the positive aspects of an organization's culture and what it does well, while helping the company evolve so it can best serve its customers, employees, and the broader markets and communities it is a part of.
My other areas of expertise include market research, program management, marketing, instructional design, and training.
The "fuzziness" of new efforts – where it’s less about having the answers and more about framing the right questions – energizes me. I enjoy the research and brainstorming required to bring clarity and focus to move an idea or opportunity forward. There’s nothing more rewarding than the work of bringing good ideas to life – through efforts I direct or as a thinking partner supporting others.
Specialties: employee engagement; culture; employee experience management; organizational transformation; customer experience management; customer experience strategy; change management; program design; needs analysis; voice of the customer; customer insights; market research; project and program management; business process design; meeting facilitation; instructional design; training program and presentation delivery