Director Board of Directors & Chair of Advancement Committee

• May 2023 - Present

Owner & Principal Consultant

• 2020 - Present

Design, refine and mature CX and NPS business operating models. Provide CX and NPS assessments, coaching and training for leaders, owners and participants of CX programs. Dedicated to defining and improving the customer experience, Net Promoter Score and targeted business outcomes. Engage as short to mid-term fractional CX leader or on a project-to-project basis. Design, refine and mature CX and NPS business operating models. Provide CX and NPS assessments, coaching and training for leaders, owners and participants of CX programs. Dedicated to defining and improving the customer experience, Net Promoter Score and targeted business outcomes. Engage as short to mid-term fractional CX leader or on a project-to-project basis.

Director Enterprise Customer Experience

• Jul 2016 - Jan 2019

Dedicated to improving customer experiences across the enterprise, by developing and executing strategies on behalf of business lines and customer segments based on NPS and Key Driver data. A partner with business lines and functional areas to influence and build a culture around the Net Promoter System. Developer of the NPS Academy, including 8 online, interactive courses with certification. Dedicated to improving customer experiences across the enterprise, by developing and executing strategies on behalf of business lines and customer segments based on NPS and Key Driver data. A partner with business lines and functional areas to influence and build a culture around the Net Promoter System. Developer of the NPS Academy, including 8 online, interactive courses with certification.

Director of Strategic Insights

• Nov 2007 - Nov 2015

Established and managed the function and role of strategic marketing research to guide decisions and strategies based on direct feedback from the market. Research focused on product & technology innovation and customer loyalty. Hired and developed a staff of three and grew a budget to $1.5 million, established the ongoing NPS program, and contributed to industry research for HIA. Established and managed the function and role of strategic marketing research to guide decisions and strategies based on direct feedback from the market. Research focused on product & technology innovation and customer loyalty. Hired and developed a staff of three and grew a budget to $1.5 million, established the ongoing NPS program, and contributed to industry research for HIA.

CEO & Principal Consultant

• Dec 2006 - Dec 2007

Established marketing strategy consulting company, providing services in value-based segmentation research & implementation, customer experience design & management, customer loyalty measurement & management, and other customer-driven research and initiatives. Clients included Deluxe, Thomson West, WaMu & Citibank. Established marketing strategy consulting company, providing services in value-based segmentation research & implementation, customer experience design & management, customer loyalty measurement & management, and other customer-driven research and initiatives. Clients included Deluxe, Thomson West, WaMu & Citibank.

Director of Market Insight

• May 2004 - Dec 2006

Transformed research function into a strategic partner with the business. Developed marketing strategies for B2B businesses; Established NPS and directed research agendas for each channel. Managed a staff of four and budget of $2 million. Transformed research function into a strategic partner with the business. Developed marketing strategies for B2B businesses; Established NPS and directed research agendas for each channel. Managed a staff of four and budget of $2 million.

Director of Customer Insight

• 1996 - 2004

Managed team and contributed to marketing strategy; focused the company on viable business opportunities by reengineering the marketing department, developing customer insight processes, leveraging team strengths, and equipping members with skills & competencies to translate data into insights. Established a staff of four and managed a budget of $1 million. Prior positions: Quality Director, Sales Strategy Consultant, Business Systems Consultant, Customer Satisfaction Program Manager. Managed team and contributed to marketing strategy; focused the company on viable business opportunities by reengineering the marketing department, developing customer insight processes, leveraging team strengths, and equipping members with skills & competencies to translate data into insights. Established a staff of four and managed a budget of $1 million. Prior positions: Quality Director, Sales Strategy Consultant, Business Systems Consultant, Customer Satisfaction Program Manager.

Marketing Research Manager

• 1990 - 1995

Managed research staff and budget; provided direction to senior leadership through research. Led cross-functional teams to develop action plans. Results: year-over-year improvement in satisfaction ratings, retention rates, and operational efficiencies. Prior positions: Project Manager, Senior Research Analyst, Research Analyst. Managed research staff and budget; provided direction to senior leadership through research. Led cross-functional teams to develop action plans. Results: year-over-year improvement in satisfaction ratings, retention rates, and operational efficiencies. Prior positions: Project Manager, Senior Research Analyst, Research Analyst.