Experienced and passionate Customer Experience Executive with astrategic, proactive and productive approach to driving change that results in customer-centric growth. Performance driven, trusted, reliable and highly motivated leader seeking to take customer experience to new heights by engaging people and fostering an open and collaborative environment.
Voice of the Customer
Design thinking techniques
Customer validation sessions
CX transformation launch
CX Advisory Council
Customer Feedback - Designed first customized customer survey with Gallup partners for home mortgage customers. Over 500 customers interviewed on the phone regarding their experience buying or refinancing a home with Union Bank. After 1 year, saw an increase in key driver scores over 4 quarters and a 15% increase from baseline survey.
CX Advisory Group - Created and led 12 senior and influential leaders across business areas. Led special customer-centric transformation projects including data gathering and analysis, communication, front line CX sessions, customer video editing and production.
Customer Experience Competencies - Led 5 teams (35 team members) through CX transformation launch. Including a 4-month hands-on action plan with 1:1 coaching by Jeanne Bliss (Customer Bliss), who pioneered the Chief Customer Officer role and is a global c-suite advisor, speaker and best-selling author on Customer Experience.
Voice of the Customer Program - Led team that created an enhanced VoC program, identified 5 stages of the customer journey, determined financial value of the customer, developed current state journey map and top 4 priority action plans.
Customer Validation Sessions - 2 customer sessions (approximately 50 total customers), developed and implemented specific actions in 4 priority areas of the experience. Co-produced/Edited 12 videos of customer sessions.
First Customer Room - Along with team, created the first customer room with displays of customer data, video clips of customers describing experience in each stage, customer effort/steps and customer journey map with touch points and action plans/priority areas to improve.
Top Performer - Received outstanding/Distinguished performance reviews for entire tenure at Union Bank; 3 promotions including one from Human Resources into the business line as Head of Customer Experience in Home Mortgage, special assignments on organization-wide projects, leadership roles and recognition.
Employee Engagement/Human Resources - Led Employee Relations team of 5 HR professionals managing HR matters for 3,000+ employees.
Mergers and Acquisitions - Univision, MGM and Union Bank. Participated on leadership team to successfully restructure organization including the M&A transition team in the $5B acquisition of MGM by Sony Pictures Entertainment.
Managing Director, Customer Experience August 2013 to CurrentUnion Bank － San Diego, CA
Promoted into senior leader role to lead CX strategy and transformation to a customer-centric organization in Residential Lending. Developed strategy to first gain a clear understanding and analysis of the current state of CX and identified immediate and long term needs to fill gaps and progress on the customer experience evolution as an organization. Facilitated 5 CX teams over 6 months to develop customer journey stages and a current state map with moments of truth and pain points. Integrated voice of the customer with business goals to identify 4 CX priority areas of the complex, long, costly, emotional process of purchasing or refinancing a home.
Designed and facilitated customer insights sessions, led cross functional teams to generate ideas for solutions both short and long term enhancements to customer experience. Gained senior level support for investment in customer experience programs and activity required to enhance the experience and drive business results (customer retention, loyalty and strong brand image). Drove changes in culture and employee engagement.
Director, Sr. HR Business Partner Manager January 2010 to August 2013Union Bank － San Diego, CAPromoted to new position to lead HR business partner team for Residential Lending Division, working with senior leadership team, HR functional areas and consultants to drive HR strategy and action plans in effectively hiring, on boarding, developing and organizing talent in line with business objectives and to optimize talent skills and capabilities. Managed process, areas of expertise to ensure specific HR matters were handled in the most effective and efficient manner. Developed leadership roundtable program.
Regional Manager, Employee Relations September 2008 to January 2011Union Bank － San Diego, CALeader of Employee Relations team of five overseeing ER/HR matters for San Diego and Orange County. Managed and led team on all issues related to performance management, employee engagement, investigation of policy violations, education and presentations to leaders and the retail bank group. Collaborated with risk management, fraud team, legal team and other Bank areas to ensure effective and efficient handling of all employee relations matters. Participated and led teams on organization restructures, mergers and acquisitions and other bank-wide projects.
Entrepreneur, Sole Proprietor - Employee Experience, Leadership Development January 2008 to September 2008HR Advisor, Leadership Trainer － San Diego, CADesigned, developed and delivered training to leaders for multiple non-profit organizations including American Bar Association, County of San Diego Housing, and Head Start.
Employee Relations Manager February 2006 to December 2007AMN Healthcare － San Diego, CADeveloped plans and approach to successfully managing all matters related to performance, employee engagement and effective leadership. Conducted employee focus groups, identified root causes of low engagement and performance and implemented solutions such as engagement programs and action plans.
Advisor/Contractor March 2004 to January 2006MGM － Los Angeles, CAReturned to MGM as a contractor to participate on the Merger and Acquisition team following Sony Entertainment's acquisition of MGM. Collaborated with Boston Consulting Group and Accenture to develop and implement plans for a complex and extended restructure of MGM - extended over 18 months with impact to 900+ employees.
Director, Human Resources - Employee Relations & Diversity February 1998 to August 2000MGM － Los Angeles, CADeveloped and implemented action plans around leadership development and employee engagementin collaboration with Division Heads. Partnered with Talent Acquisition, Compensation, HR Systems to support division objectives with hiring, employee engagement and development. Presented 10-12 large group presentations to 150+ leaders on key areas of the business to reduce silo and build greater collaboration. This included work with Home Entertainment, Finance, Business Affairs, Consumer Products and other divisions.
Human Resources Manager January 1991 to January 1998Univision － Los Angeles, CA
Started in entry level role in TV production, promoted to lead the Human Resources function for the flagship station in LA as one of 7 department heads. Reported to General Manager and developed plans for recruiting, leadership training, performance management, coaching, union negotiations, conflict resolution, policy development and organizational restructuring.
Customer Focused Innovation ProgramStanford Graduate School of Business Executive Education － Palo Alto, CAStanford GSB and Hasso Plattner School of Design (d.school) Executive Program
Executive Program in Advanced Human ResourcesUCLA Anderson School of Business － Los Angeles, CA
Bachelor of Arts : International BusinessSan Diego State University － San Diego, CAIncluding Spanish Immersion Programs Abroad: Madrid, Spain & Cuernavaca, Mexico