Summary

Customer insights leader with 15+ years of experience transforming feedback into business outcomes. I specialize in uncovering the root cause of customer and operational friction, not just the surface-level symptoms. From re-imagining Voice of Customer strategy to aligning digital experience with enterprise KPIs, I bring a systems-thinking approach to customer intelligence — connecting cross-functional dots and turning insights into measurable results. Proven ability to influence executive priorities, modernize outdated feedback models, and guide org-wide transformation through data-driven decision-making.

Experience

Sr. Manager, Voice of Customer & Digital Experience

Evernorth Health Services | 2019 – Present

  • Replaced a stagnant, site-wide NPS model with a journey-based feedback program, driving more accurate and actionable insights tied to customer behavior and operational impact.

  • Established the first enterprise-wide Voice of Customer Council, aligning leaders across Client, Provider, and Broker segments to standardize feedback practices, governance, and cross-functional action.

  • Designed the Digital Health Metric, creating a 1:1 relationship between digital experience and business outcomes (cost-to-serve, engagement, and containment).

  • Led the rollout of AI-driven VoC analytics, including automated sentiment analysis, anomaly detection, and predictive insights — transforming VoC from reporting function to strategic driver.

  • Delivered a full technology migration, introducing modern infrastructure for real-time feedback, self-service analytics, and targeted intercepts (only where they matter).

  • Developed the EASI Matrix, a decision-making framework to classify support contacts into four action categories: Eliminate, Automate, Simplify, or Invest — supporting both cost reduction and CX improvement.

Senior Associate Program Manager, VoC

Atlassian | 2014 – 2019

  • Led research initiatives that improved NPS from 9 to 37, directly informing product roadmaps and growth strategy.

  • Provided insight that supported Atlassian’s no-sales acquisition model, reducing adoption friction and helping maintain CAC between 12%–21% of revenue — far below industry averages.

  • Enabled teams to operationalize customer feedback, contributing to gross margins of ~83.4%, surpassing the SaaS benchmark of 70.9%.

  • Delivered VoC insights that informed Atlassian’s acquisition of Trello, generating $4M in revenue within the first year post-acquisition.

  • Supported the company’s revenue growth from $620M in 2017 to $1.21B in 2019 by ensuring customer needs were deeply embedded in strategy and execution.

Manager, Web and Strategic Project Analytics

Electronic Arts (EA) | 2011 – 2014

  • Played a key role in EA’s $500M OPEX reduction, using VoC and behavioral analytics to identify and resolve systemic inefficiencies.

  • Boosted CSAT from 55% to 85% by aligning feedback loops with operational fixes and digital optimization.

  • Improved digital containment by 25%, helping reduce contact center volume and improve self-service effectiveness.

  • Developed cross-functional analytics frameworks to surface actionable insights across support, product, and engineering teams.

  • Collaborated with product teams to integrate user research directly into development roadmaps — enhancing usability, retention, and satisfaction.

Additional Experience

Community Manager, Voice of Customer

MapMyFitness (acquired by Under Armour) | 2010 – 2011

Led early VoC and customer engagement efforts for a fast-growing fitness platform, identifying behavioral trends, developing content strategy, and building community connection — laying groundwork for future feedback programs.

Director of Business Development

Envision Creative | 2010

Supported agency growth through strategic partnerships, helping clients align creative output with business objectives and customer insights.

Marketing Director

Bicycle Sport Shop | 2006 – 2010

Oversaw customer engagement, brand growth, and e-commerce evolution for a major lifestyle retailer. Built early digital marketing programs and led CX strategy for both in-store and online channels. Doubled revenue, from $7M annually to $14M annually.

Marketing & Customer Experience Roles

Fixeon, Tang Soo Do Academy, Janus Mutual Funds | 2000 – 2006

Early career roles where I built the foundations of my approach: understanding customer needs, communicating with clarity, solving problems at the root, and designing better experiences across diverse industries.

Key Skills

  • Customer Insights Leadership: VoC Program Design | Root Cause Identification | Journey-Based Feedback | Systemic Friction Analysis

  • Executive Strategy: CX Advisory | KPI Alignment | Cross-Functional Leadership | Operational Efficiency

  • Data & Tools: Predictive Analytics | AI-Driven Feedback Loops | Self-Service Analytics | SQL, R, Python | Tableau, Power BI, Qualtrics, Verint, Brandwatch

  • Research Methods: Qual + Quant | Usability Testing | Behavioral Analytics | Focus Groups | Interview Protocols

  • Digital Experience: Customer Journey Optimization | Containment Strategy | Digital Health Metrics | Feedback Architecture