Functional Skills
Customer Experience
Voice of the Customer
Strategy Development
Data Strategy
Sector Experience
Business Services
Financial Services
Retail
Fortune 500
Experience
Wayfair
Customer Service
Head of Omnichannel & VoC Strategy
12/2021 - Present
Led Voice of Customer and Omnichannel Strategy team
Liberty Mutual Insurance Group
Customer Service
Head of US Customer Experience Strategy
9/2017 - 1/2021
Developed enterprise-wide strategic visions and executed key initiatives worth hundreds of millions of dollars, while also improving the customer experience for the $28B U.S. Market business. Identified customer needs, trends, and competitive pressures to prioritize key strategic investments across functions.
Liberty Mutual Insurance Group
Corporate Strategy & Development
Senior Director, US Sales & Operations Strategy
6/2016 - 9/2017
Designed transformational operating modeling for Field Sales in 2016 that was implemented in early 2022.
Constant Contact
Finance
Manager, Strategic Finance
7/2012 - 12/2014
Led revenue forecasting and customer health analytics for CTCT