Summary

Strategic leader in Experience Insights, Voice of Customer (VoC), and Support Ops Efficiency. I bring 15+ years of experience driving consumer research, data-driven strategies, and operational improvements. Proven expertise in qualitative and quantitative research methods, customer journey mapping, and translating complex data into actionable business recommendations. Strategically designing tools, processes, and systems to scale customer success operations and drive loyalty, satisfaction, and renewal outcomes. Adept at managing cross-functional teams and stakeholders, leading vendor partnerships, and leveraging AI-driven insights to inform product development, optimize customer experiences, and drive business growth.

Experience

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

• Redesigned Cigna’s VoC framework to eliminate bias and improve actionability; implemented a journey-based measurement model directly correlating experience to revenue-impact metrics, allowing leaders to tie operational changes to business performance with statistical confidence.
• Reached ~11 million members with new wellness tracking tools; expanded MDLIVE virtual care capabilities to support chronic condition engagement.
• Contributed to deploying AI-powered virtual assistant adopted by ~67% of users, with >80% reporting they were helpful.
• Led the creation of AI-driven VoC analytics, enabling sentiment analysis, anomaly detection, and predictive recommendations.
• Managed a full VoC technology migration to enhance real-time feedback, self-service reporting, and targeted intercepts.
• Partnered with product teams to translate feedback on claims and prior authorization delays into actionable requirements for digital status tracking, smart claim submission, and plain-language updates.

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

• Improved NPS from 9 to 37 through targeted, segment-based research.
• Collaborated cross-functionally with research, data & analytics, product, design, and support to develop a more strategic process for root cause analysis and owner identificqation.
• Supported Atlassian’s low cost of aquisiotn strategy with data-driven research which increased new product registrations, and improved containment during on-boarding.
• Managed cross-functional projects influencing strategic decisions, including the acquisition of Trello.

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

• Led analytics projects contributing to a $500M OPEX reduction.
• Improved containment by 25% through digital friction analysis.
• Increased CSAT by 54.5% via VoC-informed initiatives across support operations & training, product, IT and analytics.
• Integrated user feedback into product roadmaps to enhance engagement.

Key Skills

Voice of Customer (VoC) Strategy | Consumer & Market Research (Qualitative & Quantitative) | Customer Journey Mapping & Pain Point Identification | Data Analysis & Predictive Analytics (SQL, R, Python) | Statistical Analysis & Modeling (Conjoint, Segmentation) | Survey Design & Usability Testing | AI-Driven Customer Insights | Data Visualization (Tableau, Power BI) | Vendor Management | Strategic Recommendations | Executive Engagement | Digital Experience Optimization | Operational Strategy | Self-Service Analytics | Tools: Qualtrics, Verint, Brandwatch, Tableau, SQL, Python, Alteryx, Databricks