Customer-Centered. System-Smart. Outcome-Obsessed.

I help organizations move beyond surveys and metrics to uncover the root causes of customer friction — and turn those insights into meaningful, measurable change.

About Me / Philosophy

I’m a customer experience and operations leader with a background in transforming how organizations gather, interpret, and act on customer insight.

Over the past decade, I’ve built Voice of Customer programs, digital experience strategies, and enterprise-wide feedback systems that cut through vanity metrics and drive real change. But here’s the truth:

Surveys aren’t strategy. Dashboards don’t fix problems. And data without action is a waste.

My work focuses on identifying why issues are happening — not just what customers are saying. That means looking deeper into operational misalignments, tech gaps, broken processes, and structural inefficiencies.

I’m not here to deliver more charts. I’m here to help leadership teams make better decisions, faster.

Recent Work Experience

Evernorth Health Services
Introduced journey-based VoC & Digital Health Metric, led full tech migration, implemented Automated Insight Discovery (AID) to reduce
costs, administrative burden, & time
to discovery and resolution.

Atlassian
NPS from 9 to 37, supported
21% cost of acquisition (80% below benchmark) .

EA
Contributed to $500M reduction in OPEX , improved CSAT 54.55%.

My Approach

1. Capture Insights Across the Journey

Beyond surveys — I surface insights from across the customer journey, including support data, digital behavior, and social signals. The goal isn’t more feedback. It’s better understanding.

2. Put out the fires

I help teams quickly identify and prioritize acute and systemic issues affecting the customer experience. We focus on the outcome benefit — connecting each fix to the key metrics that matter most to the business.

3. Address the root cause

Once we stabilize the symptoms, I dig deeper — working across silos to trace problems back to their true source:

  • a process that doesn’t fit the customer journey

  • an incentive that drives the wrong behavior

  • or a communication breakdown between teams

You can’t dashboard your way out of systemic friction.

Real change starts when we stop treating symptoms and start fixing the system.

What I Do Well

Voice of Customer Programs
Designed and scaled cross-functional VoC programs grounded in operational and behavioral data, not just surveys.

Root Cause Analysis
Led initiatives tracing recurring CX and EX issues to broken workflows, incentive structures, or org design misalignments.

Digital & CX Strategy
Created frameworks connecting customer signals to roadmap planning, support ops, and product decisions.

Executive Storytelling & Change Enablement
Translated complexity into clarity for C-suites, and mobilized teams around clear, insight-backed priorities.

Systems Thinking
Built structures for continuous learning and feedback across product, service, and operations