Job Title: Vice President, Consumer Experience
I help companies fuel growth by delivering distinctive consumer products and experiences.
My creative back-ground and business acumen have equipped me to develop strategies that have enabled a $70B health care company, to invest in what matters most: designing and implementing award-winning “signature” experiences. Consequently, the company has experienced above-target improvements in lapse rates and satisfaction for their target customers, thereby driving revenue growth.
I’ve held leadership positions (with both people and financial oversight), including managing over $50M+ in consumer experience investments (incl. research, strategy, measurement, design, and culture). I have a track record of building strong alignment from the Board of Directors down, and have garnered the trust and funding commitment of our leadership and external partners. I’ve run the design thinking process over 50 times to solve big problems and test new ideas with various consumer grade companies. Many of these service experience and product innovations are in the marketplace today and were the first commercial success of its kind in health care.
I also guest lecture at IU Kelley School of Business and Rutgers, and I’m a frequent speaker and panelist on the topic of health care innovation, design thinking, service design and consumer experience more broadly. I’m an engaged on the Board of Directors for the Consumer Experience Professionals Association (CXPA), and more recently, I co-founded the Indianapolis chapter of the Service Design Network (SDN).
• Customers demand immersive, tailored, cross-functional and cross-brand experiences – how to select like-minded partners • Matching customer centricity across brands and services to create innovative experiences • Who is ultimately responsible for the customer and how is responsibility determined • Driving service and product innovation through co-creation • Learning from the customer via multi-channel… Read more.
• How does the data inform a personalized narrative and improve likeability • Finding the narrative that brings together the worlds of customer and client • Can data and insights allow you to tell multiple stories to multiple customers • How to empower the client to create their own story, and the power of persuasion
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