About Me
I’m Chris Carter, a senior leader with over 15 years of experience driving strategy, customer insights, and operational excellence across Fortune 100 companies and high-growth environments. My core expertise lies in transforming data into action, building systems, teams, and strategies that elevate customer experience, employee engagement, and business performance.
Beyond my day-to-day executive work, I’m committed to mentoring emerging leaders and advancing the field through thought leadership. I regularly lead workshops on experience strategy, voice of customer, and operational design, and have been a featured speaker at industry events focused on CX, support, and analytics.
Whether I’m scaling an insights function or guiding a team through complex change, I focus on clarity, collaboration, and lasting impact. I help organizations align around what matters so their people, processes, and experiences work better together.
Resume
Summary
Executive leader in Customer Experience and Voice of the Customer (VoC) with 15+ years of success building global programs that connect insights to measurable business outcomes. Proven track record of transforming fragmented feedback into enterprise intelligence, driving systemic friction reduction, and enabling revenue growth. Known for designing and scaling VoC frameworks at EA, Atlassian, and Cigna/Evernorth that improved satisfaction, accelerated digital adoption, and delivered multi-million-dollar operational savings.
Experience
Head of Digital Voice of Customer for Cigna, Evernorth
Evernorth Health Services | 2019 – Present
Lead the enterprise-wide Digital Experience VoC program spanning all Cigna and Evernorth brands. Responsible for designing measurement frameworks, delivering actionable insights, and partnering across product, research, analytics, and operations to reduce friction, improve member outcomes, and connect customer experience directly to business value.
- Redesigned Cigna’s VoC framework to tie experience to revenue-impact metrics by implementing a journey-based measurement model that eliminated bias and enabled executives to link operational changes to financial performance with statistical confidence.
- Enabled adoption of digital health and virtual care at scale via insights from the VoC program guided rollout of wellness tracking tools (reaching ~11M members) and expansion of MDLIVE virtual care for chronic condition management, significantly increasing engagement and revenue contribution.
- Accelerated AI-powered CX Insights capabilities by contributed to the launch of a virtual assistant (adopted by ~67% of users, with >80% finding it helpful) and currently leading the roadmap for AI-driven root cause identification and resolution frameworks, reducing time to resolution and addressing systemic friction across customer and employee journeys.
Senior Program Manager – Voice of the Customer
Atlassian | 2014 – 2019
Designed and implemented Atlassian’s enterprise VoC function, establishing a centralized program to systematically capture, analyze, and operationalize customer feedback across the product portfolio. Partnered with research, product, design, and analytics teams to embed insights into strategic decisions, strengthen customer advocacy, and align operational improvements with business growth.
- Drove a major increase in Net Promoter Score (NPS) from 9 to 37 by leading a cross-functional initiatives using targeted, segment-based research and improving root cause analysis frameworks to reduce systemic onboarding and administration friction in Jira.
- Improved onboarding retention and conversion by developing new processes and owner-identification frameworks that eliminated systemic friction, directly reducing Atlassian’s already low cost of acquisition and reinforcing sustainable customer growth.
- Increased CSAT by 54.5% via VoC-informed initiatives across support operations & training, product, IT and analytics.
- Influenced Atlassian’s strategic direction, including the Trello acquisition by delivering reporting and insights that guided executive decision-making and demonstrated the business value of VoC as a driver of innovation and portfolio expansion.
Manager, Web and Strategic Project Analytics
Electronic Arts (EA) | 2011 – 2014
Led EA’s global Voice of Customer (VoC) strategy across studios, marketing, and worldwide customer experience (WWCE). Managed a team of analysts responsible for capturing, measuring, and delivering insights across the end-to-end player journey. Partnered cross-functionally with executives, product leaders, and support operations to transform scattered feedback into actionable intelligence that reduced operational cost and improved player satisfaction.
- Built and scaled EA’s first global VoC program transitioning from manual, title-specific reporting to automated business intelligence covering hundreds of games. This expanded executive visibility, increased delivery speed of insights, and enabled faster resolution of top customer issues.
- Reduced $14M+ in support costs by launching a strategic analytics framework and issue classification taxonomy that improved efficiency, reduced misclassification of customer issues, and guided operational design changes with measurable financial impact.
- Improved global customer satisfaction from 55% to 85% by introducing NLP-driven insights, segmentation analysis, and new dashboards with drill-down capabilities that allowed EA to identify systemic issues, enhance self-service, and drive continuous improvement in player experience.
Education & Professional Development
- Coursework in Sociology at the University of Texas, Austin
- Additional Coursework: Customer Experience, UX Research, Analytics, and Leadership programs
- Continuous Learning: Ongoing engagement in AI-driven customer experience strategy, adoption frameworks, and VoC.
Core Competencies
Voice of Customer (VoC) Strategy | Customer Onboarding & Adoption Programs | Consumer & Market Research (Qual & Quant) | Customer Journey Mapping & Pain Point Resolution | Data & Predictive Analytics (SQL, R, Python) | Statistical Modeling (Conjoint, Segmentation) | Survey Design & Usability Testing | AI-Driven Customer Insights | Data Visualization (Tableau, Power BI) | Executive Engagement & Strategic Recommendations | Digital Experience Optimization | Operational Process Design | Self-Service Analytics Enablement | Vendor & Stakeholder Management | Tools: Qualtrics, Verint, Brandwatch, Tableau, SQL, Python, Alteryx, Databricks
Current Passion Projects
Neighbors.Directory
Turn your neighborhood into a network. Neighbors Directory is a community-driven social platform designed to connect residents within the same neighborhood for real-world needs. Unlike traditional HOA portals or generic social networks, Neighbors Directory focuses on building sustainable communities through connection and mentorship of young entrepreneurs.
CoachCarter.ai
Coach Carter AI is a personal side project I’m developing that combines behavioral psychology, humor, and AI to deliver motivation and clarity in the moments people need it most. It’s not therapy, and it’s not another self-help app. It’s a supportive voice, accessible, unpretentious, and grounded in real-life experien
Trident HUD
Trident HUD is a prototype for a smart diving mask with an integrated AI-enhanced heads-up display (HUD). Features will include marine life detection, navigation assistant, and safety features. The mobile companion app will allow users to control integrations with existing dive computers, and real-time diver support.
CX Focused Projects
SOPs: Strategic Opperational Effectiveness
Purpose: Equip C-Suite and operations leaders to transform from firefighting mode to a balanced model that handles immediate issues quickly and systematically reduces the root causes that create them. This program leverages various strategic frameworks, thematic classifications, and feedback-to-action methodologies to prioritize and resolve issues in a way that ties to measurable ROI.
Continued contact volume is the result of underlying issues in the businesses governance model. This strategic program provides businesses with tools to reduce effort and friction related to systemic issues, while at the same time providing resources to remove the friction, therby reducing the overall contact volume.
I am currently speaking and offering workshops on:
- Dedicated Acute Issue Response: Designing the structure, roles, and thresholds for incident handling.
- Friction Prioritization and Action Framework: Categorizing and prioritizing issues to reduce effort and improve outcomes leveraging a value-based aproach to support customer and business goals.
- Systemic Issue Resolution: Build sustainable fixes that remove recurring pain points.
- T-Skills Assessments: Mapping and optimizing your team's skill distribution relevant to the team's goals and objectives.
- Team Health Evaluation: Identifying your team's strengths and weaknesses relative to a research proven model of healthy team behaviors.
- KPI & Goal Setting: Helping teams determine the value of their KPI and it's ability to track progress towards team & coporate goals.
Voice of Customer Programs
Design and Deploy: I partner with leadership teams to design and implement Voice of Customer programs that directly inform strategic and operational decisions. This includes defining the listening strategy, integrating feedback sources, and establishing governance to ensure insights are prioritized and acted on. The result is a unified view of customer experience, clear accountability for improvements, and a measurable link between customer feedback, operational efficiency, and business growth.
Writing
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Hobbies and Interests
Running, writing, travel, national parks, AI & software design, cooking, sustainable community development