Summary

Senior customer experience and Experience Insights leader with 15+ years building enterprise Voice of Customer programs and customer intelligence operating models that connect customer signals to retention, expansion, and measurable business outcomes. Known for translating strategy into scalable execution through early-warning frameworks, governance, and executive-ready analytics that inform product roadmap and go-to-market priorities. Trusted executive partner with a track record improving satisfaction (NPS 9→37; CSAT 55%→85%), improving retention (10% lift), maintaining low churn (3–4% 30/60/90 day), enabling adoption at scale (~11M users reached), and reducing operational costs ($14M+). Led and developed teams from 4 to 200 across analytics, VoC, and operations functions.

Customer Experience Leadership Highlights

• Customer intelligence and early warning: Built journey-based measurement models and health frameworks that connect customer signals to retention, engagement, and financial outcomes.
• Executive operating rhythm: Delivered executive-ready reporting, prioritization inputs, and governance that drive roadmap decisions and cross-functional alignment.
• AI-first CX innovation: Led AI-driven root cause identification and insight products, accelerating systemic issue resolution and improving experience outcomes at scale.
• Cross-functional orchestration: Partnered across Product, Engineering, Support, Sales/RevOps, Marketing, Finance, and Operations to drive consensus and measurable action.
• Tech-stack fluency: Led implementations and onboarding across Salesforce, Gainsight (working knowledge), Qualtrics, Verint, BI platforms, analytics tooling, and AI-enabled reporting.
• People leadership: Managed and developed teams from 4 to 200 across analytics, VoC, and operational functions.

Experience

Head of Digital Voice of Customer
Cigna Group, Evernorth Health Services | 2019 – Present

Lead enterprise-wide Digital Experience VoC program across Cigna and Evernorth brands. Design customer intelligence frameworks, deliver executive-ready insights, and partner across product, research, analytics, and operations to reduce friction, improve outcomes, and connect experience to measurable business value.

• Accomplished executive-level linkage of experience to revenue-impact metrics by redesigning VoC into a journey-based operating model, enabling leaders to prioritize operational changes with statistical confidence.
• Accomplished scaled digital adoption across ~11M users by guiding rollout of wellness tracking tools and expansion of MDLIVE virtual care via VoC-driven insights and journey analytics.
• Accomplished faster systemic resolution cycles as measured by 30%+ reduction in time-to-resolution by leading the roadmap for AI-driven root cause identification and resolution frameworks across customer and employee journeys.
• Accomplished high adoption of AI-assisted support as measured by 67% adoption and 80%+ helpfulness by contributing to the launch and continuous optimization of a virtual assistant and embedded feedback loops.
• Accomplished stronger data integrity and stakeholder adoption of insight workflows by onboarding and operationalizing Qualtrics, Verint, Tableau, Databricks, and AI-enabled reporting to standardize customer intelligence delivery.
• Accomplished measurable operational cost reduction by connecting friction themes to accountable owners across IT, Product, Platform, and Operations, including prior authorization process optimization by identifying criteria-based opportunities to eliminate PRs.

Senior Program Manager – Voice of the Customer
Atlassian | 2014 – 2019

Designed and implemented Atlassian’s enterprise VoC function, establishing a centralized customer intelligence program to capture, analyze, and operationalize feedback across the product portfolio. Partnered with research, product, design, analytics, and GTM teams to embed insights into strategic decisions and lifecycle improvements.

• Accomplished a major increase in customer advocacy as measured by NPS improvement from 9 to 37 by leading cross-functional lifecycle initiatives and segment-based root cause remediation across onboarding and administration journeys in Jira.
• Accomplished improved retention as measured by a 10% increase in Jira Admin product retention by operationalizing customer health insights, owner-accountability frameworks, and scalable insight-to-action workflows.
• Accomplished disciplined early-lifecycle performance as measured by maintaining 30-, 60-, and 90-day churn from new acquisition between 3% and 4% by reducing onboarding friction and standardizing cross-functional operating rhythms.
• Accomplished execution at scale during 35% year-over-year revenue growth (2016–2018) by standardizing stakeholder workflows, customer intelligence reporting, and prioritization inputs across Product, Marketing, and Support.
• Accomplished strategic influence on portfolio priorities by delivering executive reporting and insights that supported major decisions, including work informing the Trello acquisition, demonstrating customer intelligence as a driver of expansion and innovation.
• Accomplished faster adoption of customer intelligence tooling by onboarding Qualtrics and partnering across functions to establish durable data flows and reporting that reduced customer and employee friction.

Manager, Web and Strategic Project Analytics
Electronic Arts (EA) | 2011 – 2014

Led EA’s global Voice of Customer (VoC) strategy for the Worldwide Customer Experience (WWCE) organization. Managed a team of analysts responsible for measuring and delivering insights across the end-to-end player journey. Partnered with executives, product leaders, and support operations to transform feedback into customer intelligence that reduced operational cost and improved satisfaction.

• Accomplished cost reduction as measured by $14M+ in support savings by launching a strategic analytics framework and issue classification taxonomy that improved routing accuracy, reduced misclassification, and guided operational design changes.
• Accomplished customer satisfaction improvement as measured by CSAT increase from 55% to 85% by introducing NLP-driven insights, segmentation analysis, and executive dashboards with drill-down visibility to accelerate systemic remediation.
• Accomplished scalable digital transformation as measured by enabling 21% growth in users while maintaining flat or reduced internal agent headcount by supporting EA’s shift to a centralized portal (help.ea.com) and scaling community/social support (Answers HQ and social support).
• Accomplished enterprise visibility into customer risk and friction drivers by building EA’s first automated global VoC intelligence system, transitioning from manual title-specific reporting to automated BI covering hundreds of games.
• Accomplished faster root cause identification by onboarding Salesforce and BI/analytics tools and helping build software integrating Voice of the Gamer insights into the agent desktop, improving ownership clarity across product and operations teams.
• Accomplished executive alignment and adoption by partnering directly with WWCE VP and COO during an organizational shift from cost center to value center.

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 Voice of Customer (VoC)

Core Competencies

Customer Experience Leadership | Customer Intelligence & Experience Insights | Voice of Customer (VoC) Strategy | Customer Health Frameworks | Early Warning Signals | Retention & Churn Reduction | Expansion Signal Discovery | Journey Mapping & Friction Reduction | Cross-Functional Operating Models | Executive Communication & Strategic Recommendations | Operational Governance & Playbooks | Data & Predictive Analytics (SQL, R, Python) | Statistical Modeling (Conjoint, Segmentation) | Survey Design & Usability Testing | Text Analytics & Sentiment | AI-Driven CX Insights | Data Visualization (Tableau, Power BI) | Self-Service Analytics Enablement | Vendor & Stakeholder Management | Tools: Salesforce | Gainsight (working knowledge) | Qualtrics | Verint | Brandwatch | Tableau | Power BI | SQL | Python | Alteryx | Databricks