CX Strategy · Digital Transformation · Voice of Customer · Operational Governance
I build the governance models, intake infrastructure, platform foundations and feedback loops that help customer experience scale — connecting strategy to execution across Sales, Service, Operations and leadership.
CX Operating System
A repeatable system for turning customer signal into organizational action.
CX Function Buildout
In 2025, I helped establish the U.S. Customer Experience function for Busch Group — building the structure, systems and reporting needed to move CX from reactive support activity into a more strategic business capability.
Defined CX scope, governance and priority areas.
Built intake, routing, Voice of Customer and reporting systems.
Created dashboards, leadership reviews and KPI accountability.
Advanced SAP C4/HANA consolidation and standardized team workflows.
Operating Model
These are the domains where I build the deepest expertise — and where my work consistently creates durable impact.
Clarify ownership, reduce misrouting and create a cleaner front door for customer and internal requests.
What it unlocks
Faster resolution cycles, fewer handoff gaps and stronger accountability.
Capture feedback, identify friction and close the loop with leadership visibility and cross-functional accountability.
What it unlocks
Better insight into customer pain points, trend visibility and action-oriented reporting.
Standardize systems, workflows and reporting so teams can execute consistently at scale.
What it unlocks
Cleaner processes, stronger adoption and a foundation for long-term growth.
Together, these turn CX from a reactive function into a measurable operating model.
Selected Work
A look inside the programs I've led — the problems, the approach and the outcomes.
Designed the foundational intake and routing model for a newly established U.S. CX function, creating clearer ownership, better handoffs and a more scalable front door for customer and internal requests.
Problem
Requests entered through multiple channels with inconsistent ownership.
Approach
Built team-based routing and L1 ownership principles.
Outcome
Created the operating foundation for a scalable Customer Care structure.
Built a more actionable Voice of Customer program by connecting survey feedback, detractor workflows and executive dashboards into a closed-loop system.
Problem
Feedback was not consistently centralized or tied to action.
Approach
Developed CSAT/CES reporting, detractor workflows and Power BI dashboards.
Outcome
Improved visibility, accountability and closed-loop follow-up.
Supported the transition toward a more unified CX and CRM operating environment by helping consolidate workflows and standardize processes within SAP C4/HANA.
Problem
Customer-facing processes were fragmented across tools.
Approach
Aligned CX, CRM and intake workflows into a more standardized platform foundation.
Outcome
Reduced fragmentation and improved long-term scalability.
Leadership
"I build clarity where teams are operating in ambiguity."
I create ownership models so teams know exactly what they own.
I translate customer friction into operational priorities.
I build systems that outlast individual effort.
I connect CX outcomes to business language — whether the audience is Product, Finance or the executive team.
Operating Principles
Root cause over symptoms
Fix the system creating the problem, not just the visible issue.
Clear ownership over heroics
Teams perform better when accountability is designed into the process.
Repeatable systems over one-off fixes
A well-designed workflow should reduce effort every time it runs.
Business impact over activity
CX work should connect to measurable outcomes, not just completed tasks.
Beyond the Work
The same mindset that shapes my work also shapes my life: build with intention, stay disciplined and keep improving. Whether I'm leading CX transformation, training early in the morning or spending time with my family, I'm drawn to work that requires consistency, clarity and long-term commitment.
