Summary
Customer experience and strategy executive with 15+ years leading enterprise transformation across SaaS, healthcare, gaming, and technology organizations including Atlassian, EA, and Cigna/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, NPS improvement from 9 to 37, CSAT growth from 55% to 85%, and enterprise AI-enabled insight programs supporting ~11M users.
Brings a rare combination of executive strategy, operational leadership, and frontline customer understanding, from doubling revenue at an independent retailer to enterprise-scale transformation leadership. Currently runs end-to-end client engagements as an independent consultant through Drivetrain Solutions.
Experience
Drivetrain Solutions
- Lead end-to-end client engagements from discovery through delivery, including a website redesign and custom admin portal for Livewire Fabrication and a market and economic development analysis for the City of Lubbock.
- Design and build AI-assisted research and insight tools hands-on under the Drivetrain Insights product line.
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.
- Developed proprietary insight-to-action frameworks — EASI, SPARK, ADS, and the ELEVATE experience intelligence system — standardizing how insight moves to decision and action; presented the EASI approach at the Support Driven conference, Las Vegas, 2025.
- 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.
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.
- Built and mentored high-performing analysts and program leaders while establishing scalable governance and stakeholder management processes.
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.
Bicycle Sport Shop · Austin, TX
- Brought research rigor to sales and marketing strategy at an independent retailer, contributing to revenue doubling from $7M to $14M over three years.
- Built persona-segmented behavioral campaigns that drove $2M in incremental annual revenue during a year competitors posted losses; the results led directly to recruitment by EA.