Experience

Head of Digital Voice of Customer for Cigna, Evernorth
Evernorth Health Services | 2019 – 2026

Lead enterprise VoC and AI-driven insight products for digital health platforms.

• AI Product & Execution Leadership: Scoped, prototyped and launched AI-based diagnostic insights into dashboards and self-service analytics, reducing time to issue resolution by 30%+ and enabling systemic friction discovery across member journeys.
• RAG/AI Architecture & Innovation: Designed and operationalized RAG pipelines for domain-specific understanding of customer feedback, integrated into production reporting and user experience flows to surface pre-emptive friction points.
• Responsible AI Standards: Championed evaluation metrics, quality thresholds, and governance practices to ensure AI output validity and explainability in member-facing experiences.

Senior Program Manager – Voice of the Customer
Atlassian | 2014 – 2019

Designed and implemented Atlassian’s enterprise VoC function, establishing a centralized program to systematically capture, analyze, and operationalize customer feedback across the product portfolio. Partnered with research, product, design, and analytics teams to embed insights into strategic decisions, strengthen customer advocacy, and align operational improvements with business growth.

• Drove a major increase in Net Promoter Score (NPS) from 9 to 37 by leading cross-functional initiatives using machine learning and advanced NLP techniques to target user segemnts, improving root cause analysis and reducing systemic onboarding and administration friction in Jira.
• Improved onboarding retention and conversion by developing new processes and owner-identification frameworks that eliminated systemic friction, directly reducing Atlassian’s already low cost of acquisition and reinforcing sustainable customer growth.
• Increased CSAT by 54.5% via VoC-informed initiatives across support operations & training, product, IT and analytics.
• Influenced Atlassian’s strategic direction, including the Trello acquisition by delivering reporting and insights that guided executive decision-making and demonstrated the business value of VoC as a driver of innovation and portfolio expansion.

Manager, Web and Strategic Project Analytics
Electronic Arts (EA) | 2011 – 2014

Led EA’s global Voice of Customer (VoC) strategy for their Worldwide Customer Experience (WWCE) organization. Managed a team of analysts responsible for capturing, measuring, and delivering insights across the end-to-end player journey. Partnered cross-functionally with executives, product leaders, and support operations to transform scattered feedback into actionable intelligence that reduced operational cost and improved player satisfaction.

• Built and scaled EA’s first global VoC program transitioning from manual, title-specific reporting to automated business intelligence covering hundreds of games. This expanded executive visibility, increased delivery speed of insights, and enabled faster resolution of top customer issues.
• Reduced $14M+ in support costs by launching a strategic analytics framework, leveraging machine learning and advanced NLP techniques to improve issue classification taxonomy, improving efficiency, reducing misclassification of customer issues, and guiding operational design changes with measurable financial impact.
• Improved global customer satisfaction from 55% to 85% by introducing NLP-driven insights, segmentation analysis, and new dashboards with drill-down capabilities that allowed EA to identify systemic issues, enhance self-service, and drive continuous improvement in player experience.

Education & Professional Development

• Coursework in Sociology at the University of Texas, Austin
• Additional Coursework: Customer Experience, UX Research, Analytics, and Leadership programs
• Continuous Learning: Ongoing engagement in AI-driven customer experience strategy, adoption frameworks, and VoC.