Chris Carter

Summary

Customer experience and strategy executive with 15+ years leading enterprise transformation across SaaS, healthcare, and technology organizations including Atlassian, EA, and Evernorth. Proven track record designing customer lifecycle strategies, scaling global customer programs, improving adoption and retention, and translating customer intelligence into measurable operational and revenue outcomes.

Known for building cross-functional operating models that align Product, Sales, Support, Marketing, and Operations around customer value. Led initiatives contributing to $14M+ in operational savings, double-digit retention improvements, large-scale digital adoption growth, and enterprise AI-enabled insight programs supporting millions of users.

Brings a rare combination of executive strategy, operational leadership, and frontline customer understanding built through experience ranging from business ownership and customer operations to enterprise-scale transformation leadership.

Leadership Highlights

      Customer Lifecycle & Retention Strategy
      Designed and scaled customer intelligence and lifecycle programs that improved adoption, reduced churn, increased retention, and connected customer behavior to operational and revenue outcomes.
    

      Cross-Functional Operating Models
      Built governance structures and insight-to-action frameworks aligning Product, Sales, Support, Marketing, Finance, and Operations around shared customer and business objectives.
    

      Executive Strategy & Transformation
      Partnered with executive leadership teams during periods of rapid growth, organizational transformation, and platform expansion to support strategic planning and operational decision-making.
    

      Customer Intelligence & Analytics
      Led enterprise analytics and AI-enabled insight programs translating behavioral, operational, and customer signals into scalable operational improvements and product strategy inputs.
    

      Global Program Leadership
      Led and influenced teams ranging from 4 to 200 across analytics, customer operations, and strategic initiatives in highly matrixed enterprise environments.
    

      Operational Excellence & Scale
      Built scalable reporting, governance, and operational infrastructure supporting millions of users across SaaS, healthcare, and digital platform ecosystems.
    

Experience

Head of Digital Strategy & Customer Intelligence

2019 – Present

Cigna Group | Evernorth Health Services

Led enterprise-wide customer intelligence and digital experience strategy across Cigna and Evernorth during a major organizational transformation, partnering with Product, Operations, Support, Analytics, and GTM leadership to improve customer adoption, operational efficiency, and experience outcomes across healthcare and virtual care platforms serving ~11M users.

Designed journey-based customer intelligence and operating frameworks enabling leaders to prioritize experience improvements, operational investments, and retention initiatives using measurable business impact.
Scaled digital platform adoption across ~11M users by translating customer behavior, operational friction, and engagement signals into product and rollout strategies supporting wellness and virtual care expansion.
Reduced systemic resolution cycles by 30%+ through AI-enabled root cause identification initiatives accelerating issue resolution across customer and employee journeys.
Achieved 67% adoption and 80%+ satisfaction for AI-assisted support capabilities, contributing to measurable reductions in support volume and operational cost.
Built scalable customer intelligence infrastructure across Qualtrics, Verint, Tableau, and Databricks supporting executive reporting, signal ingestion, and operational governance.
Led and influenced cross-functional teams across analytics, operations, product, and customer experience functions within a highly matrixed enterprise environment.

Senior Program Manager, Strategy & Customer Intelligence

2014 – 2019

Atlassian · Joined pre-IPO; supported growth to $1.2B ARR

Built and scaled Atlassian’s centralized customer intelligence and lifecycle strategy function during a period of hypergrowth, partnering across Product, Support, Marketing, and GTM teams to improve customer adoption, retention, onboarding effectiveness, and executive decision-making.

Led cross-functional customer lifecycle initiatives and segment-based remediation programs improving NPS from 9 to 37 while strengthening customer advocacy and expansion readiness.
Delivered a 10% increase in Jira Admin retention by operationalizing customer health frameworks, ownership models, and scalable insight-to-action workflows.
Maintained 30–60–90 day churn between 3–4% by reducing onboarding friction and establishing scalable operating rhythms during rapid acquisition growth.
Partnered with executive leadership on market and competitive intelligence initiatives supporting strategic investment analysis tied to portfolio expansion decisions.
Scaled customer intelligence and reporting infrastructure during 35% YoY revenue growth, aligning Product, Marketing, and Support around shared customer outcomes.
Built and mentored high-performing analysts and program leaders while establishing scalable governance and stakeholder management processes.

Manager, Global Strategy & Analytics

2011 – 2014

Electronic Arts (EA)

Led global analytics strategy within EA’s Worldwide Customer Experience organization during the company’s digital transformation and rapid platform growth. Managed analytics teams supporting millions of players across a global multi-title ecosystem while partnering directly with executive leadership to position customer experience as a strategic business driver.

Delivered $14M+ in operational savings through analytics-driven operational redesign, issue classification frameworks, and support optimization initiatives.
Improved CSAT from 55% to 85% by implementing customer intelligence frameworks and executive visibility dashboards accelerating systemic issue remediation.
Supported EA’s digital growth strategy by enabling 21% user growth while maintaining flat or reduced support headcount through scalable self-service and community support initiatives.
Built EA’s first automated global customer intelligence system, replacing fragmented reporting with scalable business intelligence supporting hundreds of game titles.
Partnered directly with executive leadership during a strategic organizational shift from cost center to customer value organization.

Summary

Leadership Scope

Leadership Highlights

Experience

Head of Digital Strategy & Customer Intelligence

Senior Program Manager, Strategy & Customer Intelligence

Manager, Global Strategy & Analytics

Core Competencies

Education & Development