Customer experience strategy and portfolio leader turning customer needs into scalable products, platforms, and service experiences
Customer experience strategy and portfolio leader turning customer needs into scalable products, platforms, and service experiences
I treat CX as a product: turn customer friction into priorities, build the roadmap, and connect teams around delivery. At Bose, I lead technical product managers and own CX roadmaps, budgets, and resource allocation across Salesforce service journeys, self-service, and AI. I partner with engineering and contractors to deliver, with voice and agent copilot initiatives progressing through roadmaps and proofs of concept.
I treat CX as a product: turn customer friction into priorities, build the roadmap, and connect teams around delivery. At Bose, I lead technical product managers and own CX roadmaps, budgets, and resource allocation across Salesforce service journeys, self-service, and AI. I partner with engineering and contractors to deliver, with voice and agent copilot initiatives progressing through roadmaps and proofs of concept.
Bose: Increased digital service adoption from 30% to 60% in the US and Canada, and from 45% to 70% internationally, through redesigned journeys, Salesforce migration, and GenAI chat.
Wayfair: Delivered $27M in annual savings by introducing a late-return control in agent software, plus $1.5M in early savings through proactive fulfillment communications.
Bose: Improved chat first-resolution rate from 2% to 70%+ with Intercom Fin and grew Unwrap.ai adoption from zero to 80 internal users across service, eCommerce, mobile app, and product teams.
Wayfair: Directed the first enterprise customer journey mapping initiative, identifying five opportunities valued at $15M each. Accelerated insight delivery by 400% through an upgraded feedback program.
Liberty Mutual: Authored the customer data strategy adopted enterprise-wide, creating the foundation for journey analytics and CX orchestration tied to an estimated $300M to $500M in profit impact.
CVS Health: Classified 50M call center records to identify contact-reduction opportunities that saved approximately $7M, and automated digital KPI reporting across fragmented data sources.