Chris Carter

Leadership Highlights

      Revenue & Growth Strategy
      Built business intelligence and market signal frameworks connecting customer behavior to revenue levers, retention strategy, and expansion opportunities — directly informing product and GTM investment priorities.
    

      Cross-Functional Operating Models
      Designed and scaled accountability frameworks, governance structures, and insight-to-action workflows that aligned Product, Engineering, Sales, Finance, Marketing, and Operations around shared outcomes.
    

      Market & Business Analytics
      Led AI-driven market analysis and root cause identification programs — reducing time-to-resolution 30%+ and surfacing systemic opportunities that shaped business model decisions and roadmap priorities.
    

      Strategic Planning & Executive Influence
      Delivered prioritization inputs, scenario analyses, and executive reporting that shaped major strategic decisions — including work that contributed to a major product acquisition and enterprise platform investments.
    

      Data Infrastructure & Analytical Tooling
      Led end-to-end implementations across Salesforce, Qualtrics, Verint, Tableau, Databricks, and AI-enabled platforms — building durable analytical infrastructure that scaled with the business.
    

      Team Leadership & Talent Development
      Built high-performing teams from the ground up; developed analysts and managers through structured coaching, defined growth paths, and a culture of rigor, autonomy, and continuous improvement.
    

Experience

Head of Digital Strategy & Customer Intelligence

2019 – Present

Cigna Group | Evernorth Health Services · Joined Cigna; operated through full enterprise rebrand to Evernorth (2020)

Led enterprise-wide digital intelligence and strategy function across Cigna and Evernorth brands through a complete organizational transformation — the rebranding of Cigna's health services division into Evernorth and the $1B acquisition and integration of MDLIVE. Designed customer and market signal frameworks, built executive-ready decision infrastructure, and partnered across Product, Analytics, Operations, and Sales to connect experience data to revenue, retention, and operational outcomes.

Drove strategic alignment and revenue-linked decision-making by redesigning the intelligence program into a journey-based operating model — enabling business leaders to prioritize operational changes with statistical confidence and tie investments to measurable outcomes.
Scaled digital platform adoption across ~11M users by translating behavioral and signal data into GTM and product insights that guided rollout of wellness tools and expansion of MDLIVE virtual care services.
Reduced systemic resolution cycles by 30%+ by leading the roadmap for AI-driven root cause identification — accelerating time-to-resolution across customer and employee journeys and surfacing high-priority operational fixes.
Achieved 67% adoption and 80%+ satisfaction for AI-assisted support capabilities by leading the strategy and optimization of a virtual assistant — contributing to measurable reductions in human-handled volume and support costs.
Built analytical infrastructure enabling scalable insight delivery by implementing and operationalizing Qualtrics, Verint, Tableau, and Databricks — standardizing signal ingestion, reporting pipelines, and stakeholder workflows.
Connected friction and cost drivers to accountable owners across IT, Product, Platform, and Operations — including prior authorization process improvements that reduced unnecessary operational volume and cost.

Senior Program Manager, Strategy & Customer Intelligence

2014 – 2019

Atlassian · Joined pre-IPO (Dec 2015); exited at $1.2B ARR

Built Atlassian's enterprise intelligence function from the ground up, establishing a centralized analytics program that connected market signals, product behavior, and customer health data to strategic decisions across product, GTM, and lifecycle functions. Executed through 35% year-over-year revenue growth (2016–2018) as the company scaled from $320M to $874M in annual revenue.

Enabled strategic expansion and advocacy gains by leading cross-functional lifecycle initiatives and segment-based remediation — improving NPS from 9 to 37 and demonstrating that customer intelligence directly influences expansion and willingness to pay.
Delivered a 10% increase in Jira Admin retention by operationalizing customer health signals, owner-accountability frameworks, and scalable insight-to-action workflows — connecting behavioral data to measurable revenue retention outcomes.
Maintained 30–60–90 day new-customer churn between 3–4% by reducing onboarding friction and standardizing cross-functional operating rhythms — protecting ARR during a period of rapid acquisition growth.
Supported strategic investment decisions at the executive level — delivering market and competitive intelligence that contributed to analysis informing the Trello acquisition, demonstrating the function's role in shaping portfolio strategy.
Scaled analytical infrastructure during 35% YoY revenue growth by standardizing stakeholder workflows, intelligence reporting, and prioritization inputs that kept Product, Marketing, and Support aligned on shared business priorities.
Built durable data flows and reporting infrastructure by onboarding Qualtrics and partnering with engineering and analytics teams — enabling self-serve insight access that reduced analytical bottlenecks.

Manager, Global Strategy & Analytics

2011 – 2014

Electronic Arts (EA)

Led EA's global analytics strategy within the Worldwide Customer Experience (WWCE) organization during the company's digital transformation — a period in which EA crossed $1B in digital revenue and consolidated from 30+ titles to a focused portfolio of 11. Managed a team of analysts measuring and delivering insights across the end-to-end player journey for a global, multi-title platform. Partnered directly with WWCE VP and COO to position analytics as a driver of strategic value — not a cost center.

Delivered $14M+ in operational savings by launching a strategic analytics framework and issue classification taxonomy that improved support routing accuracy, reduced misclassification, and directly informed cost-reduction design decisions.
Improved CSAT from 55% to 85% by introducing NLP-driven segmentation analysis and executive dashboards with drill-down visibility — accelerating systemic issue remediation across product and support operations.
Supported EA's digital transformation strategy — enabling 21% user growth while maintaining flat or reduced agent headcount by providing analytics infrastructure behind the centralized help.ea.com portal and community-based support expansion (Answers HQ).
Built EA's first automated global intelligence system — replacing manual, title-specific reporting with automated BI covering hundreds of game titles, establishing a scalable foundation for data-driven operational decisions.
Partnered directly with WWCE VP and COO during a strategic organizational shift from cost center to value center — providing the analytical narrative and business case that drove executive alignment and investment.

Summary

Leadership Highlights

Experience

Head of Digital Strategy & Customer Intelligence

Senior Program Manager, Strategy & Customer Intelligence

Manager, Global Strategy & Analytics

Core Competencies

Education & Development