Summary

Experience Intelligence leader with 15+ years of experience in digital/multichannel CX strategy, transforming feedback into business outcomes. Specializes in uncovering root causes of customer and operational friction. Expertise in re-imagining VoC strategy, aligning digital experience with enterprise KPIs, and connecting cross-functional dots to turn insights into measurable results. Proven ability to influence executive priorities, modernize feedback models, and guide org-wide transformation through data-driven decision-making. Excels in strategic planning, team leadership, and detailed execution, ready to bring a wealth of experience and a fresh perspective to your organization.

Experience

Sr. Manager, Voice of Customer & Digital Experience

At Cigna, I lead a multidisciplinary team of analysts, engineers, strategists, and user research professionals, responsible for transforming raw feedback and behavioral data into actionable insight. My leadership approach emphasizes clarity, accountability, and growth, ensuring each team member understands their impact, and has space to develop. I’ve built onboarding programs, strategic frameworks and BI aimed at making feedback actionable. I’ve built cross-functional collaboration models, not only improving team performance, but strengthening our influence across the business. My role requires balancing vision with execution, coaching individuals, while shaping a broader strategy which scales insight across digital, product, and operational teams.

Evernorth Health Services | 2019 – Present

  • Replaced a stagnant, site-wide NPS model with a journey-based feedback program, driving more accurate and actionable insights tied to customer behavior and operational impact.

  • Established the first enterprise-wide Voice of Customer Council, aligning leaders across Client, Provider, and Broker segments to standardize feedback practices, governance, and cross-functional action.

  • Designed the Digital Health Metric, creating a 1:1 relationship between digital experience and business outcomes (cost-to-serve, engagement, and containment).

  • Provided thought leadership on improving digital sentiment actionability, and understanding of ROI, by delivering program specific strategies and analytical frameworks.

  • Led implementation of CX Insights data governance program, including the planning of Medallion, multi-hop, Architecture to improve data accuracy and trust relevant to our insights program.

  • Developed data pipeline strategy to unify behavioral analytics (Adobe, Tealeaf) with structured feedback, improving signal clarity.

  • Leading the rollout of AI-driven VoC analytics, including automated sentiment analysis, anomaly detection, and predictive insights — transforming VoC from reporting function to strategic driver.

Senior Associate Program Manager, VoC

At Atlassian, I helped grow and operationalize the Voice of the Customer program, collaborating with a distributed team of researchers, product managers, and business analysts. While I didn’t have formal direct reports, I played a central role in shaping cross-functional work-streams and mentoring junior team members on how to connect insight to action. My leadership focused on influence, building trust across teams, guiding prioritization conversations, and ensuring our insights translated into product strategy and measurable customer impact.

Atlassian | 2014 – 2019

  • Led research initiatives that improved NPS from 9 to 37, directly informing product roadmaps and growth strategy.

  • Provided insight that supported Atlassian’s no-sales acquisition model, reducing adoption friction and helping maintain CAC between 12%–21% of revenue — far below industry averages.

  • Enabled teams to operationalize customer feedback, contributing to gross margins of ~83.4%, surpassing the SaaS benchmark of 70.9%.

  • Delivered VoC insights that informed Atlassian’s acquisition of Trello, generating $4M in revenue within the first year post-acquisition.

  • Supported the company’s revenue growth from $620M in 2017 to $1.21B in 2019 by ensuring customer needs were deeply embedded in strategy and execution.

Manager, Web and Strategic Project Analytics

Electronic Arts (EA) | 2011 – 2014

  • Played a key role in EA’s $500M OPEX reduction, using VoC and behavioral analytics to identify and resolve systemic inefficiencies.

  • Boosted CSAT from 55% to 85% by aligning feedback loops with operational fixes and digital optimization.

  • Improved digital containment by 25%, helping reduce contact center volume and improve self-service effectiveness.

  • Developed cross-functional analytics frameworks to surface actionable insights across support, product, and engineering teams.

  • Collaborated with product teams to integrate user research directly into development roadmaps — enhancing usability, retention, and satisfaction.

Additional Experience

Community Manager, Voice of Customer

MapMyFitness (acquired by Under Armour) | 2010 – 2011

Led early VoC and customer engagement efforts for a fast-growing fitness platform, identifying behavioral trends, developing content strategy, and building community connection — laying groundwork for future feedback programs.

Director of Business Development

Envision Creative | 2010

Supported agency growth through strategic partnerships, helping clients align creative output with business objectives and customer insights.

Marketing Director

Bicycle Sport Shop | 2006 – 2010

Oversaw customer engagement, brand growth, and e-commerce evolution for a major lifestyle retailer. Built early digital marketing programs and led CX strategy for both in-store and online channels. Doubled revenue, from $7M annually to $14M annually.

Marketing & Customer Experience Roles

Fixeon, Tang Soo Do Academy, Janus Mutual Funds | 2000 – 2006

Early career roles where I built the foundations of my approach: understanding customer needs, communicating with clarity, solving problems at the root, and designing better experiences across diverse industries.

Leadership & Vision

Team Builder & Coach: Experienced in leading cross-functional teams of analysts, strategists, and experience designers as a servant and champion of their success. Built growth frameworks, mentoring systems, and feedback cultures which elevate performance and retention.

Strategic Navigator: Skilled at aligning teams across product, service, and operations to shared goals. Known for surfacing friction and translating insight into prioritized action with quantifiable impact on key performance metrics.

Voice of the Organization: Adept at communicating complex problems through storytelling, business cases, and dashboards which drive clarity and momentum.

Systems Thinker: Passionate about simplifying complexity, mapping how tools, processes, and behaviors intersect to shape experience and outcomes.

Future-Ready Operator: Actively exploring AI and automation to streamline signal detection, reduce manual triage, and unlock new layers of insight.

Key Technical Skills

Data & Analytics: SQL, Python (basic), R, Tableau, Adobe Analytics, Tealeaf, Databricks, Data Governance, & Data Architecture

VoC & Experience Tools: Qualtrics, Medallia, Verint, XM Discover, Brandwatch, Custom-built feedback integrations, Birdie.ai

Platform Familiarity: Salesforce, Google Analytics, Jira, Confluence, AWS (beginner: configuration and ETL)