channels to include customer end-user personas. Insights enriched already established decision maker feedback channels, enabling Product Managers to be more proactive in identifying and addressing customer pain points. Feedback channels helped specific teams achieve company leading user sentiment and rapidly scale new new features that deliver measurable customer outcomes.

SAP Ariba | Apr 2016 - Mar 2020

Global Director, Customer Listening

Designed and implemented a best of breed NPS program, focused on reliable collection of feedback from key personas within our customer base. Drove cross-functional understanding of gaps in customer experience and inspired transformational change in key stages of the customer's journey. - Helped business realize 30 pp improvement customer response rates for Board-visible Customer Loyalty Program. - Delivered analytics and recommendations to help business achieve 12 pts NPS improvement.

Citrix | Oct 2014 - Apr 2016

Lead Program Manager, Customer Insights

N/A

Citrix | Oct 2012 - Oct 2014

Program Manager, Customer Insights

N/A

Citrix | Sep 2009 - Oct 2012

Senior Analyst, Customer Insights

N/A

Citrix | Oct 2007 - Sep 2009

Analyst, Customer Insights

N/A

Citrix | Jan 2005 - Oct 2007

Staff Accountant

N/A

Citrix | Jan 2004 - Jan 2005

Accounts Payable Specialist

N/A

Expertcity | Aug 2003 - Jan 2004

Accounting Assistant

Acquired by Citrix

My Education

Take a look at my formal education

Bachelor of Arts in Business EconomicsUniversity of California, Santa Barbara | 2003

About Me

Passionate Customer Insights (CCXP) leader, with 15+ years experience optimizing the experience of customers, partners and employees for large B2B software companies, including SAP and Citrix.

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