Customer Intelligence · VoC/Ops Strategy · CX Leadership

Chris Carter

Operational strategy leader with a 15-year track record of building high-performing intelligence functions.

See my work → LinkedIn Resume
Chris Carter
About

15+ Years of measureble results

Over 15+ years I've led programs which reduced operational costs by more than a combined $500M+, driven double-digit retention and experience (CSAT/NPS) lifts, and built the cross-functional infrastructures to keep those improvements compounding. I don't just surface what's broken; I develop the strategy, build the operating models, governance, and accountability frameworks to fix it at the root.

I've partnered directly with C-suite leaders to translate complex data into strategic priorities for leading/scaling teams, shaping roadmaps, and connecting customer and operational intelligence to the "metrics that matter" to boards and investors.

I am currently open to senior operating roles where operational clarity, customer-led strategy, and measurable outcomes are the mandate.

Download Resume → LinkedIn
Career Impact Snapshot
33 Points
Average experience improvement
$500M+
Operational savings
80%+
SAAS containment rate
15%
Average lift in retention

Career at

Cigna · Evernorth Atlassian Electronic Arts MapMyFitness
Experience

Where I've made the difference

Present
Cigna · Evernorth
Head of Digital VoC
2019 – Present

Led enterprise-wide Digital Experience VoC across Cigna and Evernorth brands. Redesigned the VoC function into a journey-based operating model, giving leadership statistical confidence to prioritize operational changes. Directed AI-driven root cause identification and resolution frameworks across customer and employee journeys.

30%+
Reduction in time-to-resolution via AI monitoring & alerting combined with root cause frameworks
67%
Adoption of AI-assisted virtual support
11M
Users reached via VoC-guided digital rollout
80%+
Helpfulness score on AI feedback loops
2014–2019
Atlassian
Sr. Program Manager, VoC
5 Years

Designed and built Atlassian's centralized customer intelligence program embedding insights into product strategy, lifecycle design, and GTM decisions during 35% year-over-year revenue growth.

9→37
NPS improvement
10%
Lift in Jira Admin product retention
3–4%
30/60/90-day churn maintained
Trello
Insights contributed to acquisition decision
2011–2014
Electronic Arts
Manager, Analytics
3 Years

Led EA's global VoC strategy for the Worldwide Customer Experience (WWCE) organization. Built EA's first automated global VoC intelligence system. This transitioned WWCE from manual title-specific reporting to automated BI covering hundreds of game titles, driving the shift from cost center to value center.

$14M+
Operational support savings driven for a single title.
55→85%
CSAT improvement via NLP-driven insights
21%
User base growth with flat support headcount
First
Automated global VoC intelligence system at EA
Projects

Professional Development

Some of the projects below were created to automate and scale strategies I've developed to lead successful teams and products. Basically, a digital version of my strategic playbook. Others were intended as hands-on educational tools to better understand how developers and end-users leverage AI/LLMs.

Experience Insights Report
This project leverages real data to demonstrate the gap between traditional BI and strategic intelligence. Traditional dashboards describe data, and generate questions, but strategic intelligence reports recommend actions which improve experiences, reduce friction, and support costs.
View project →
Journey Foundation Audit
This tool was designed to support process and operational strategy development efforts by helping users identify points of friction without the need for user experience feedback. The intention was to help businesses reduce instances of failures in functional performance so more time can be spent enhancing the user experience by making the system easier to learn and use.
View tools →
Team Development Hub
This product helps managers build and scale high performing teams by evaluating the "attributes of a healthy team", individual core competencies, and documenting team and individual T-Skills. The AI-assisted platform provides recommendations based on assessment results and assists with goal development and measurement.
In development
CoachCarter.ai
I built this to learn more about designing knowledge graphs and retrieval augmented generation (RAG) training strategies for a conversational AI. With this particular project I shipped a daily motivational companion, Coach Carter, who provides accountability and coaching relative to an end user's goals.
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Neighbors.Directory
Neighbors.Directory replaces Facebook and Nextdoor by delivering a HOA funded community platform with community-specific features for social engagement. Platform features are designed to improve social engagement and patronage between neighbors. The intention was to measure the socioeconomic benefit it provided to the communities who adopted it.
View project →
TorqueOS.ai
An all-in-one operating system which bundles individual apps into a frictionless business administration portal. The platform includes Clutch AI, an integrated, enterprise level LLM, which allows users to easily identify and reduce administrative burden.
View project →
Frameworks

Operational frameworks for high performing teams.

Frameworks I've developed and refined to turn customer intelligence into prioritized, executable action.

Active
SPARK
Sentiment Prioritization to Action
Translates customer feedback signals into prioritized action plans by connecting sentiment patterns with operational outcomes and measurable impact potential.
Signal detection and clustering
Root cause mapping
Impact-effort prioritization
Action ownership assignment
Outcome measurement
Active
EASI Matrix
OPEX Reduction Matrix
The EASI Matrix is a prioritization framework for identifying and prioritizing operational improvements. This strategy helps teams align business value with customer value to better understand which experience improvements net the most impactful result.
Eliminate — remove friction at source
Automate — reduce manual overhead
Simplify — reduce cognitive load/task completion
Invest — where impact justifies high-touch interactions
In Development
ELEVATE
Customer Intelligence Program
This customer intelligence program combines some of the aforementioned applications and frameworks into a consolidated operational strategy for customer experience operations.
Journey friction identification
AI-assisted root cause analysis
Cross-functional action routing
Impact tracking and reporting
Executive intelligence delivery
Skills & Tools

Strategy & Leadership
CX Strategy & Roadmap OwnershipCX Ops Program DesignExecutive Stakeholder AlignmentJourney OrchestrationProgram GovernancePeople Leadership & Org DevelopmentCross-functional AlignmentRetention & Churn Reduction
Analytics & Data
Metrics Framework DesignKPI DevelopmentExecutive DashboardingOKR/Goal AlignmentRevenue & Retention AnalyticsData GovernanceData-Driven Decision MakingSelf-Serve Analytics Culture
VoC & Feedback Platforms
VoC Program Design & GovernanceEnterprise Feedback ManagementCustomer Health ScoringText Analytics & NLP OversightSentiment IntelligenceResearch MethodologyInsight-to-Action Frameworks
AI & Modern Stack
RAGKnowledge GraphAgentic Workflow DesignCRM & CDP Platform OversightCustomer Success Platform StrategyAI-Native Product DevelopmentPredictive Analytics (Oversight)
Let's connect

Ready to turn your data into decisions?

Whether you're building a VoC program, diagnosing operational friction, or need a strategic partner who's done it before, I'd like to hear about it.

carter@cartertx.com LinkedIn 512.905.9977