Internal consultant supporting (CX) customer experience, (OpX) operational excellence and change management efforts post-merger. Managed 2 analysts and oversight of teams from 2 to 40.
• Established Qualtrics Experience Management (XM) capabilities across departments, leading to a ~20% improvement in cross-functional collaboration and alignment.
• Analyzed customer data and trends to identify business problems and recommend data-driven solutions, resulting in a ~15% increase in retention rates.
• Developed a closed loop model to rapidly assess the ~45% employee and ~20% customer churn.
• Mentored the development of customer loyalty and community programs.
• Coordinated performance dashboards to measure both internal and external value, enabling data-driven decision-making and optimizing resource allocation.

Consultant to organizations and brands, providing oversight for consumer product design and development, business analysis and strategy. Oversight of teams from 2 to 20.
• Collaborated extensively with Information Technology teams, Chief Digital Officer, and various back-office units to ensure seamless delivery of online service platforms, meeting or exceeding project deadlines consistently.
• Oversaw a budget over $1 million for digital initiatives, effectively allocating resources and prioritizing workstreams to achieve strategic goals.
• Managed and executed consecutive and concurrent milestone projects across diverse teams and industries with budgets exceeding $1M. Consistently improved employee engagement (10% - 30%) and decreased resistance (10% - 40%).
• Oversaw and supported research, planning, budgeting, and development of experience and success programs supporting increased adoption and acquisition (15% - 50%) along with decreased churn rates (20% - 50%).

Led in-house firm supporting key portfolio projects, unifying processes across departments and teams. Drove changes in culture and employee engagement based on insights gathered from discovery. Managed 12 cross-functional creatives and oversight of teams upwards of 80 internationally.
• Decreased employee and customer churn by ~15% through refined work models to incorporate diversity, inclusion, operational excellence, and ethics.
• Developed and communicated strategies and models to align corporate vision and values.
• Managed full lifecycle of technology projects, overseeing budget, resources, and timelines to ensure successful delivery.
• Developed and executed a customer intelligence practice, leading to actionable insights that drove a 10% increase in product/service enhancements.

Creative Director and Change Manager for first in-house SaaS offering. Owned full cycle dual track agile framework for multi-department initiative alignment. Managed 8 and oversight of teams upwards of 60.
• Fostered human centered design and agile methods, decreasing development time by 33%, and streamlining cross departmental workflows.
• Introduced marketing and pre-sales tactics including a customer engagement framework that increased pre-sales orders by 70% and decreased development rework by 30%.
• Implemented project management methodologies, tools, and best practices to drive efficiency and mitigate risks.
• Engaged executive management and influenced decision-making processes through clear and persuasive communication of project benefits, needs, and risks.

Consultant for brands and businesses providing analysis, strategy, and development services. Oversight of teams from 2 to 20.
• Developed and maintained project documentation, including project plans, status reports, and risk management strategies.
• Guided key customer opportunities, resulting in a ~45% increase in up-selling of services.
• Facilitated business and technical discovery sessions, distilling crucial insights that informed strategic development and alignment including for solution architectures.