Led a team of 45, across the Voice of the Customer, Customer Experience, CRM and Loyalty functions, that managed brand activation, customer experience improvements, and revenue growth through customer acquisition and retention.

Recurring consulting relationship with Wolters Kluwer, a $5B global software and services provider to legal, business, finance, audit, risk, and compliance professionals.

• Redesigned a VOC architecture for the GRC business and completed the division's first NPS benchmark research (2016)
• Completed a market sizing and opportunity identification project for the legal search and filing marketplace (2012)
• Developed an econometric model to understand marketplace drivers of revenue

Led the Customer-Led Enterprise (CLE) organization, focused a team of 4-12 associates on customer needs, internal metric alignment, and process excellence initiatives across the entire customer lifecycle. Implemented and chaired company’s executive-level, cross-functional Customer Experience Council to prioritize customer experience initiatives and ensure appropriate resource allocation and KPI reporting.

Business partnership focused on identifying and delivering customer insights to Fortune 1000 clients across the high-tech, telecommunications, energy, health care, and wellness industries.

Led the Technology research group for a $40M market research company. Business development, client and project management

• Co-designed the Total Customer Experience organizational structure and customer segment-based governance model following the HP-Compaq merger.
• Led integration team following the acquisitions of Tandem and Digital to consolidate all customer measurement programs.
• Co-developed company’s first voice of the employee study, allowing HR to understand impact of mergers and drive internal organizational change.