Career Profile

I am a customer experience and program strategy leader with a track record of translating customer insight into scalable systems, cross-functional alignment, and measurable business outcomes. I lead enterprise-level feedback programs that span product, UX, merchandising, and analytics helping organizations prioritize, plan, and deliver against customer needs.

My work blends systems thinking, data fluency, and stakeholder orchestration. I’ve built integrated VoC platforms adopted across 20+ teams, led analysts and matrixed contributors, and partnered with Finance and Strategy leaders to align roadmap decisions with value delivery. I operate across Agile and Waterfall environments and coach teams on how to turn insight into action—whether at the sprint level or in long-range planning.

• $2M+ Revenue Influence: Led VoC initiatives informing merchandising and search strategies, contributing to a 200 BPS lift in search-to-cart conversion.

• Enterprise VoC Platform Owner: Built and scaled feedback systems across eCommerce, CRM, and analytics environments, adopted by 20+ teams.

• AI-Enabled Text Analytics: Designed and deployed proprietary classification model using LLMs to automate insights, reduce vendor dependency, and improve turnaround time by weeks per quarter.

Professional Experience

Manager, Voice of Customer Strategy – eCommerce

• Led CX initiatives supporting a $2B+ B2B ecommerce business, resolving friction in cart, checkout, and product discovery through improvements to search and comparison tools.

• Aligned product leadership, UX, merchandising, and research teams around VoC insights to drive roadmap planning, omnichannel enhancements, and customer journey improvements across web, procurement systems (e.g., Ariba, Coupa), native mobile apps, and contact centers.

• Built and scaled a CX governance model integrating LLM-powered text analytics, central intake, and dashboarding—reducing vendor dependency and accelerating decision-making.

• Integrated Qualtrics with Snowflake, Salesforce, Adobe Experience Cloud, and Power BI to streamline insight delivery and increase accessibility across product and merchandising teams.

• Partnered with Finance and Strategic Planning to embed CX metrics in business planning, KPI tracking, and investment decisions across digital and merchandising portfolios.

• Led strategy and insights analysts while serving as a product owner across cross-functional teams—including product managers, engineers, and UX—using both Agile and Waterfall methodologies to deliver VoC-informed digital enhancements; facilitated executive alignment through Grainger’s annual CX Year-in-Review and other enterprise-wide planning sessions.

Manager, Platform Quality and Analytics (Temporary Contractor)

• Developed KPIs and reporting tools to monitor platform health, downtime, and incident impact across consumer store (web/desktop/Xbox), improving stakeholder visibility of system-driven CX pain points.

• Built performance tracking frameworks that connected customer experience indicators with platform reliability, informing CX and engineering teams of where to focus enhancements.

Strategist, Customer Experience

• Led VoC initiatives that combined survey and behavioral data to drive a 500 BPS lift in customer satisfaction and improve site engagement.

• Developed full-funnel dashboards and scalable text analytics models, enabling digital leadership to prioritize experience enhancements and address friction points.

• Advised product and content teams on applying customer feedback to improve UX and conversion, while training 150+ stakeholders to embed insights into daily workflows.

• Presented strategy and outcomes at Adobe Summit (London, UK) and industry webinars; managed a $1M VoC vendor relationship from implementation through integration.

Patron Services Data Manager

• Analyzed patron and fundraising data to improve retention, giving, and attendance. Built dashboards that guided leadership decisions across campaign strategy and subscriber targeting.

Community Involvement

Co-founded the Feeding Neighbors Program during COVID, coordinating over 200 volunteers to distribute 30,000+ meals. The program grew into Food Assistance Match, a 501(c)(3) that doubles SNAP purchasing power through partnerships with state government, local foundations, farmers, and farmers markets.

Co-Chair (2023-Present)

Board Member (2020-2023)

• Curated a vibrant marketplace for fresh, healthy food and artisan goods while serving the community, vendors, and volunteers.

• Provided over 30,000 meals to nearly 300 families by leveraging more than 200 volunteers and over $100,000 in contributions through co-founding the Feeding Neighbors Program during the pandemic.

• Developed a meal delivery system in partnership with OnFleet's last-mile scheduler, delivering over 250 meals three times per week. Coordinated volunteers, assigned routes, provided notes, and addressed issues in real-time to ensure dignified meal delivery.

• Created tools to act as a point-of-sale system for the market and the Food Assistance Match program, automatically calculating costs with matching funds payments and generating automated reports for vendors and financial teams.

• Managed, trained, and coached part-time employees (market manager, social media manager)

Education

Master of Business Administration, University of Pittsburgh

Bachelor of Science in Business Management, Saint Vincent College

Skills

Adobe Analytics, Adobe Experience Manager. Adobe Creative Cloud, Atlan, Azure DevOps, Confluence, Dynatrace, Google Analytics, Jira, Medallia, Power BI, Salesforce, SAP Hybris, ServiceNow, Snowflake, Smartsheet, SPSS, Splunk, SQL, Qualtrics, Qlik, Tableau, WordPress