Customer-Centered. System-Smart. Outcome-Obsessed.

I help organizations move beyond surveys and metrics to uncover the root causes of customer friction — and turn those insights into meaningful, measurable change.

About Me / Philosophy

I’m a customer experience and operations leader with a background in transforming how organizations gather, interpret, and act on customer insight.

Over the past decade, I’ve built Voice of Customer programs, digital experience strategies, and enterprise-wide feedback systems that cut through vanity metrics and drive real change. But here’s the truth:

Surveys aren’t strategy. Dashboards don’t fix problems. And data without action is a waste.

My work focuses on identifying why issues are happening — not just what customers are saying. That means looking deeper into operational misalignments, tech gaps, broken processes, and structural inefficiencies.

I’m not here to deliver more charts. I’m here to help leadership teams make better decisions, faster.

My Approach

1. Capture Insights Across the Journey

Beyond surveys — I surface insights from across the customer journey, including support data, digital behavior, and social signals. The goal isn’t more feedback. It’s better understanding.

2. Put out the fires

I help teams quickly identify and prioritize acute and systemic issues affecting the customer experience. We focus on the outcome benefit — connecting each fix to the key metrics that matter most to the business.

3. Address the root cause

Once we stabilize the symptoms, I dig deeper — working across silos to trace problems back to their true source:

  • a process that doesn’t fit the customer journey

  • an incentive that drives the wrong behavior

  • or a communication breakdown between teams

You can’t dashboard your way out of systemic friction.

Real change starts when we stop treating symptoms and start fixing the system.

What I Do Well

Voice of Customer Programs
Designed and scaled cross-functional VoC programs grounded in operational and behavioral data, not just surveys.

Root Cause Analysis
Led initiatives tracing recurring CX and EX issues to broken workflows, incentive structures, or org design misalignments.

Digital & CX Strategy
Created frameworks connecting customer signals to roadmap planning, support ops, and product decisions.

Executive Storytelling & Change Enablement
Translated complexity into clarity for C-suites, and mobilized teams around clear, insight-backed priorities.

Systems Thinking
Built structures for continuous learning and feedback across product, service, and operations

Current Side Projects

Coach Carter AI is a personal side project I’m developing that combines behavioral psychology, humor, and AI to deliver motivation and clarity in the moments people need it most. It’s not therapy, and it’s not another self-help app. It’s a supportive voice, accessible, unpretentious, and grounded in real-life experience.

I built Coach Carter as an approachable alternative to the cold or clinical feel of mental health tools. The bot is designed with a strong personality, tight boundaries, and a clear voice. It’s someone who cuts through the noise, keeps you accountable, and gives you a push without being pushy. The app is built on a custom GPT infrastructure with Supabase, designed to allow persistent memory, secure logging, user-specific prompts, and future integrations with wearables like Strava and Apple Health.

Right now it’s in beta, and only available as an invite only experience. Interested parties can join the waiting list at coachcarter.ai, and I’m actively evolving it into a full desktop and mobile app experience.

What sets ELEVATE apart is its intelligent, AI-powered onboarding experience. Instead of static setup screens, users interact with Nova, ELEVATE’s built-in research co-pilot, who immediately begins tailoring the interface to their specific goals and available data. Whether you want to track operational pain points, analyze feedback trends, or build a full Voice of the Customer dashboard, Nova helps shape your workspace in real time, turning conversation into configuration.

Your experience can be as simple as a guided chat or as sophisticated as a multi-layered insight hub tracking the lifecycle of customer friction from signal to resolution.

ELEVATE is a customer intelligence application designed to sit on top of platforms like Verint, Qualtrics, Medallia, and Birdie.ai. It bridges the gap between data collection and meaningful action, using AI-driven tools to identify and prioritize initiatives that reduce operational and customer friction—driving cost savings, improved retention, and higher satisfaction. From onboarding to reporting, ELEVATE helps teams transform raw feedback into decision-ready insights.