Take a look at Customer Experience roles and you’ll see descriptions ranging from frontline customer support, managing teams of on/off shore support representatives, and community advocates that monitor and engage customers on owned & operated and 3rd party sites.
Of all the definitions of CX that I’ve seen, I believe this one from Salesforce does the best job…
Customer experience (CX) includes every interaction a customer has with your brand, from the first point of contact to ongoing support. It’s the overall perception a customer forms based on their interactions with your marketing, products, services, and the way your team handles their needs. In other words, experience extends far beyond just service — from first impressions to long-term engagement.
The following content defines my time in CX over the last 7 years while at Intuit and BILL. One of my greatest strengths is combining the passion for disciplined CX with the decade of experience in AdTech spanning Strategic Client Services, Solutions Engineering, Product Management, and Analyst roles. Having worn so many hats at a wide range of startups and enterprise companies gives me an edge that not many CX professionals have.
EXECUTIVE PROFILE
Highly accomplished, Certified Customer Experience Professional (CCXP) and senior-level customer experience leader with a distinguished career driving in-product and support experiences across FinTech, SaaS, and advertising technology.
A strategic architect and tactical execution driver who specializes in transforming Voice of the Customer (VOC) data into high-revenue-impact initiatives, deploying durable AI strategies, and eliminating systemic friction across the end-to-end customer lifecycle.
Proven executive partner to cross-functional leaders (Sales, Design, Engineering, Product, and Customer Success), with a track record of recapturing millions in lost revenue, scaling operational rigor, and embedding deep customer empathy into corporate cultures.
CORE COMPETENCIES
CX Architecture & Strategy: Enterprise VOC/VOE Architecture, Holistic Lifecycle Experience, Customer Journey Mapping, Opportunity Sizing (LTV/Support Cost/Retention).
AI & Digital Transformation: Agentic Digital Assistant Orchestration, Advanced Prompt Engineering, Automated Insights Synthesis, Omnichannel Routing.
Design Facilitation & Innovation: Innovation Catalyst Level 1 (Intuit Design for Delight (D4D) Framework), focused on Human-Interaction Design, Deep Customer Empathy, Observational Research, and Rapid Prototyping.
Operations & Product Readiness: Cross-Functional Product Launch Readiness, Incident Management, Product Discontinuation/Sunsetting, and Operational Discipline.
Cross-Functional Leadership: Influence Without Authority, Revenue Growth & Retention Campaigns, Account Management Strategy, Global Team Trust.
METHODOLOGICAL FRAMEWORKS
AI Use Cases, Analytics & Digital Transformation
Overarching AI Architecture: Move beyond standard Tier 1 escalation monitoring to architect frameworks where unsolicited customer feedback and deep support insights directly govern and train AI models that impact onboarding, growth, and retention journeys.
Durable Workflow Design: Establish the strategic logic defining the thresholds for automated resolution versus high-touch human intervention, standardizing playbook creation enterprise-wide.
Omnichannel Strategy: Define channel mix routing logic (e.g., seamless phone-to-chat migration) and orchestrate digital transformation for product onboarding, FAQ/startup guides, and persona-specific training at scale.
Escalation Monitoring: Reduced issue discovery time from 3–4 days to less than 1 day, uncovering gaps in representative training and product anomalies unseen by traditional analytics; increased tNPS/CES representative scoring.
Feedback Synthesis: Revolutionized unsolicited/solicited feedback, text analytics, and transcript data synthesis, reducing thematic extraction time from 2–3 days to under 1 hour utilizing always-on sentry monitoring to isolate bugs pre-contact.
Playbook & Training Creation: Compressed persona-relevant training asset creation from 1–2 weeks to under 2 hours, and durable workflow playbook creation from 1–2 days to under 2 hours.
Survey Design, VOC Architecture & Friction Reduction
Enterprise VOC Architecture: Build and scale comprehensive VOC programs, establishing complex customer personas and setting corporate standards for closed-loop communications and escalation paths to build trust among scaled, managed, and high value/strategic customers.
Systemic Friction Reduction: Lead organizational journey mapping initiatives to eliminate cognitive load and identify hidden friction points; size revenue opportunities by directly linking customer support costs to Customer Lifetime Value (LTV) and retention.
Data-Driven Cancellation Strategies: Synthesize complex cancellation survey metrics into compelling data visualizations and executive presentations that drive iterative product changes and leadership consensus.
Measurement & Analytics: Strategically orchestrate the “when and where” of survey deployment to maximize response rates and capture high-quality feedback to establish rigorous baselines measuring product, policy, and process iterations.
Design Facilitation & Customer-Centric Innovation
Innovation Catalyst: Serve as a certified facilitator for Design for Delight (D4D) and human interaction design principles, leading cross-functional sessions with Product Managers, Engineers, Designers, and Operations teams.
Deep Customer Empathy Methodologies: Championed “falling in love with the customer’s problem, not the solution” by training teams in advanced observational research techniques:
- Follow-Me-Home Sessions: Observing customers in their natural environment (homes/offices) to uncover hidden pain points and unspoken needs.
- Gemba Walks: Partnering with front-line support representatives to evaluate navigation, tool proficiency, and internal policy friction.
- The 7-1 Method & LOFAs: Driving ideation by silently brainstorming 7 distinct radical ideas per team member before evaluating the boldest path; isolating and testing Leap of Faith Assumptions (LOFAs) via rapid, low-cost prototyping and mockups.
Industry Thought Leadership: Represent organizations internally and externally as an expert in AI literacy and VOC frameworks through speaking engagements, including podcasts, panels, blogs, and gallery walks.
Operations, Product Readiness & Incident Management
Product Readiness Framework: Architect end-to-end support readiness strategies for software product launches, ensuring strict alignment across +10 operational touchpoints (including digital assistant responses, in-product tooltips, trigger notifications, partner content, sales enablement, and corporate blog posts).
Crisis & Sunsetting Playbooks: Design strategic, cross-functional incident management playbooks spanning Marketing, Corporate Communications, Legal, Compliance, Product, and Engineering to analyze downstream contact impact, Account Takeover (ATO) scenarios, and fraud flows.
Discontinuation Management: Own the end-to-end support experience for product sunsetting; consult on marketing communications and product experience, manage internal talk tracks, and size risk and lost value while monitoring multi-phase post-announcement feedback.
Cross-Functional Leadership, Community & High-Value Accounts
Influence Without Authority: Serve as a tactical & executive partner across Sales, Design, Product, Engineering, and Leadership, utilizing data-driven storytelling to align cross-functional goals.
Multi-Million Dollar ROI Programs: Manage high-impact, large-scale programs designed to mitigate cardholder transaction declines, resolve payment holds, optimize application/fraud flows, and turn high-friction in-product moments into smooth support interactions.
Strategic Marketing Liaison: Partner with Product Marketing Management (PMM) to review drip campaigns, product digests, and webinars, ensuring value propositions strictly match actual support and product capabilities to prevent “bait-and-switch” experiences.
Community & Account Frameworks: Establish foundational community guidelines to scale responses to incidents and seasonal trends. Partner with Account Management to architect support insight loops for high-value firms, systematically minimizing contact volume and maximizing product utilization during onboarding.