Research & the Customer Journey

From customer experience surveys to in-person interviews, I'm particularly skilled at drawing insights from customer research, and leveraging these learnings to create moments that deliver on customer expectations.

One project i'm particularly proud of won me an internal Summit of Excellence award in 2018: operationalizing customer centricity.

I overlayed customer feedback (both qualitative and quantitative) with input from Fairstone's branch network on the type of experience we want customers to have, every time they interact with our brand. I compiled this feedback to create actionable strategies that deliver this brand experience. Then, we assessed what tactics we could employ to embed this experience at every touchpoint.

No stone was left unturned - from training manuals to our employee handbook, the website, products and more, we redefined the experience from the ground up - and operationalized it.