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
Strategic leader in Customer Insights, Voice of Customer (VoC), and Digital Experience Transformation with 15+ years of experience driving consumer research, data-driven strategies, and operational improvements. Proven expertise in qualitative and quantitative research methods, customer journey mapping, and translating complex data into actionable business recommendations. Adept at managing cross-functional teams and stakeholders, leading vendor partnerships, and leveraging AI-driven insights to inform product development, optimize customer experiences, and drive business growth.
Experience
Sr. Manager, Voice of Customer & Digital Experience
Evernorth Health Services | 2019 – Present
- Designed and implemented a journey-based VoC program, capturing quantiative behavioral data aligned with qual feedback to ensure KPI are actionable and reliable for goal setting.
- Developed the Digital Health Metric, correlating digital experience with business impact metrics (cost reduction, engagement, containment).
- Led the creation of AI-driven VoC analytics, enabling sentiment analysis, anomaly detection, and predictive recommendations.
- Managed a full VoC technology migration to enhance real-time feedback, self-service reporting, and targeted intercepts.
- Advised internal teams on vendor selection and management for external research.
Program Manager, Senior Associate – Voice of the Customer
Atlassian | 2014 – 2019
- Improved NPS from 9 to 37 through targeted research and roadmap influence.
- Mapped customer journeys to reduce friction and increase user satisfaction.
- Supported Atlassian’s low-CAC strategy with data-driven research.
- Managed cross-functional projects influencing strategic decisions including the acquisition of Trello.
- Collaborated to grow revenue from $620M to $1.21B.
Manager, Web and Strategic Project Analytics
Electronic Arts (EA) | 2011 – 2014
- Led analytics projects contributing to a $500M OPEX reduction.
- Improved containment by 25% through digital friction analysis.
- Increased CSAT by 54.5% via VoC-informed CX initiatives.
- Integrated user feedback into product roadmaps to enhance engagement.
Key Skills
Voice of Customer (VoC) Strategy | Consumer & Market Research (Qualitative & Quantitative) | Customer Journey Mapping & Pain Point Identification | Data Analysis & Predictive Analytics (SQL, R, Python) | Statistical Analysis & Modeling (Conjoint, Segmentation) | Survey Design & Usability Testing | AI-Driven Customer Insights | Data Visualization (Tableau, Power BI) | Vendor Management | Strategic Recommendations | Executive Engagement | Digital Experience Optimization | Operational Strategy | Self-Service Analytics | Tools: Qualtrics, Verint, Brandwatch, Tableau, SQL, Python, Alteryx, Databricks
Current Projects
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 experience.
ELEVATE
ELEVATE is a customer intelligence application designed to sit on top of platforms like Verint, Qualtrics, Medallia, and Birdie.ai. It bridges the gap between data collection and meaningful action, using AI-driven tools to identify and prioritize initiatives that reduce operational and customer friction—driving cost savings, improved retention, and higher satisfaction. From onboarding to reporting, ELEVATE helps teams transform raw feedback into decision-ready insights.
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.
Portfolio
Coming Soon
Writing
Loading latest posts...