Alicia Hugen
Senior Manager, Client Experience @Veho
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WORK HISTORY
Senior Manager, Client Experience @Veho
Focus: Driving organizational alignment and cross-functional team enablement. Building premium experiences and services that delight and drive results. •Strategic Leadership: Orchestrated the enterprise-wide \"Insight Gathering Strategy,\" aligning cross-functional department heads on Net Promoter Score (NPS) as a primary corporate KPI to drive retention.•Executive Governance: Founded the Client Advisory Board, serving as the primary liaison between client executives and internal leadership to build strategic partnerships and align roadmaps.•Team Enablement & Mentorship: Directed the creation of technical guides and communication frameworks used by client-facing teams to ensure unified service delivery and brand consistency.•Operational Influence: Partnered with senior leadership to translate client feedback into actionable operational changes, leading to measurable improvements in service response times and client sentiment.•Cross-Functional Management: Led project-based workgroups across Operations, Marketing, Product, and Support to execute high-stakes executive updates, process, and strategic communications.
EDUCATION
Academy of Art University
Bachelors of Fine Arts
Skillcrush
Brand Identity, User Experience, & Visual Design
ABOUT ALICIA HUGEN
I specialize in translating complex business goals into scalable, streamlined operational processes and meaningful user experiences. My career foundation—built on creative design and execution—is now applied to building the strategic architecture of hyper-growth companies. I am passionate about transforming ideas into impactful experiences, efficient processes, and measurable outcomes.As one of the original HQ employees at Veho (a logistics industry disruptor that grew from Seed funding to a $1B valuation), I drive operational maturity and client success. My most recent role is Senior Manager of Client Experience, I’ve also held key seats managing-Operations and Strategy-Client Support & Services-Process Improvement & Program Management-Building services, products, and teams from 0 to 1I partner with diverse stakeholders to solve complex logistical challenges for some of the world\'s most recognizable brands, ensuring operational excellence at the final touchpoint of the shopping experience.The Origin Story: My career began in design, where I worked with cross-functional partners to create apparel collections in a fast paced environment with frequent deadlines. This foundation enables me to apply creative problem solving, planning, and execution in high pressure situations while partnering with diverse stakeholders. I have experience working with Operations, Client Success, Marketing, Product, and Legal teams to build products and processes that drive results. While my focus has shifted from fashion runway collections to business roadmaps, the underlying mission remains the same: taking an idea and executing it with excellence.
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