Strategic, creative thinker, with focus on value and bias for action. I am an ‘Architect and quarterback,’ driving Business, Technology and Customer Experience Transformation to create and sustain value for clients.
Industries: Travel (Hospitality, Airlines, Cruise), Consumer Goods, Theme Parks, Retail Automotive.
-Highly skilled at value targeting ($30M-$300M+) with actionable roadmaps to realize
-Architect human centered, cross channel Customer and Employee experience journeys
-Passionate about leveraging leading technologies (e.g. AI) and platforms for innovation and efficiency
-Strong communicator and influencer across organizational levels, including C-Suite and Board
-Consistent talent developer, coach and mentor
Specialties:
-Strategy Development and Business Transformation (Organizational, Functional, Digital, Change)
-Customer Service/Contact Center Transformation
-Customer Experience Design and Optimization, including CRM and Omnichannel
-Operating Model Design and Development
-Cost Restructuring
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