Managing customer journeys to maximize acquisition and/or deepening of customer relationships across channels (physical, virtual and digital) by leading journey mapping sessions to validate as well as co-create future states, facilitating customer/client interviews and identifying data needed to size opportunities.
Evolving our Enterprise Process Taxonomy to capture how we are currently operating and identifying opportunities for improvements/automation.
Partnering with Market Research to design and execute quantitative and qualitative primary research as need to uncover, quantify and prioritize customer pain points and moments of delight.
Establishing and evaluates metrics to track impacts to achieve intended business results.
Working with cross-functional teams to educate partners on opportunities to pursue, build buy-in and design solutions and experiences via human-centered design and prototyping.
Advocating for the customer and articulates why proposed changes to the journey will provide both customer and business value.
Telling stories that pull qualitative/emotional attributes, quantitative attributes and common sense to frame proposals.
Partnering across the organization to define and manage roadmap of initiatives to help prioritize implementation of features that drive the customer journey experience critical to delivering business objectives.
Constantly challenging current processes to drive continuous improvement in results.
Acting as a champion for high-quality and consistent Customer