At LeadCrunch I got to build my dream Design organization.
This was inspired by my design philosophy that the customer's experience is every touchpoint of the brand. So many of the metrics
that Design and UX teams use feed directly into CX measures.
They are therefor in a unique position to not only empathize with customers, but also have the skills to action change based on
qualitative and quantitative data.
This was inspired by my design philosophy that the customer's experience is every touchpoint of the brand. So many of the metrics
that Design and UX teams use feed directly into CX measures.
They are therefor in a unique position to not only empathize with customers, but also have the skills to action change based on
qualitative and quantitative data.
Through this I was able to elevate Design and UX to the strategic level where I believe it needs to be in order to innovate in a way that aligns with business goals - specifically retention and revenue. Being head of CX enabled me to help teams feel a tangible sense of responsibility for the customer's experience and was able to identify operational improvements through design thinking methodology.
THE PROBLEM
Not knowing our customer's journey and how to measure its success lead to many unknowns around revenue and retention improvement initiatives.
MY ROLE
Set up a CX program that is measurable and trackable through deep collaboration with all teams of the organization.
Identify high touch points in the customer journey
Determine and create metrics for prioritized touch points that reflect satisfaction and operational efficiency.
Help teams implement measures and procedure changes by owning CX measurables.
