Experience

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

Lead the enterprise-wide Digital Experience VoC program spanning all Cigna and Evernorth brands. Responsible for designing measurement frameworks, delivering actionable insights, and partnering across product, research, analytics, and operations to reduce friction, improve member outcomes, and connect customer experience directly to business value.

• Redesigned Cigna’s VoC framework to tie experience to revenue-impact metrics by implementing a journey-based measurement model that eliminated bias and enabled executives to link operational changes to financial performance with statistical confidence.
• Enabled adoption of digital health and virtual care at scale via insights from the VoC program guided rollout of wellness tracking tools (reaching ~11M members) and expansion of MDLIVE virtual care for chronic condition management, significantly increasing engagement and revenue contribution.
• Accelerated AI-powered CX Insights capabilities by contributed to the launch of a virtual assistant (adopted by ~67% of users, with >80% finding it helpful) and currently leading the roadmap for AI-driven root cause identification and resolution frameworks, reducing time to resolution and addressing systemic friction across customer and employee journeys.

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 a cross-functional initiatives using targeted, segment-based research and improving root cause analysis frameworks to reduce 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 and issue classification taxonomy that improved efficiency, reduced misclassification of customer issues, and guided 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.