Todd Barnett, MBA

412.298.7175             ToddLBarnett@gmail.com               linkedin.com/in/toddlbarnett           Pittsburgh, PA

Experience

Grainger                                 Manager, Voice of Customer Strategy - eCommerce                                                      2021-Present

·         Replatformed Voice of Customer (VOC) analytics tools from initial project scoping/negotiations through technical development and design of executive reporting.

·         Raised Customer Satisfaction (CSAT) scores 900 BPS over 2021-2023 by informing roadmaps for UX and feature teams.

·         Led cross-functional teams to identify opportunities for strategic improvement, address customer-reported issues, and understand customer experience of optimization testing.

Microsoft                    Manager, Platform Quality and Analytics (contract via KForce)                                                 2020-2021

·         Developed KPIs to assist digital store planning team in prioritizing development efforts, customer pain points, and enhancements.

DICK’S Sporting Goods                        Strategist, Customer Experience                                                                             2016 –2020

·         Completed RFP and negotiated $1 Million/three-year contract with a SaaS provider. Managed relationship by guiding product adoption, partnering with stakeholders to align feature requests, supervising contractors, and training over 150 end users.

·         Raised Customer Satisfaction scores by 500 BPS over 2017-2020 by delivering insights that improved product roadmaps and merchandising of product categories.

·         Presented in London at the Adobe Summit on best practices of combining analytics data with survey responses to connect experiential and operational metrics.

Pittsburgh Symphony Orchestra        Patron Services Data Manager                                                                              2012 – 2016

·         Analyzed subscription, marketing, and donation data for trends or statistically significant factors to increase retention, attendance, and repeat giving.

·         Modeled theories on solicitations for subscriptions, single ticket sales, and pledged gifts.

Education

Master of Business Administration, University of Pittsburgh

Bachelor of Science in Business Management, Saint Vincent College