Lorna Brown
Senior B2B Customer Experience Thought Leader
- Role
- B2b Customer Experience at T-Mobile
- Location
- Overland Park, KS, US
- LinkedIn followers
- 500 followers
About Lorna Brown
Hello! I\'m Lorna Brown, a dynamic leader with a background and expertise in Voice of Customer, Market Intelligence, and Market Insights. With a Master of Business Administration from Florida Institute of Technology and a BS in Healthcare Administration/Business from Towson University, I bring a wealth of experience in driving strategic decisions through data-driven insights. In my recent role as a B2B Customer Experience/Market Intel Leader at T-Mobile Corporation, I spearheaded initiatives to use feedback and competitive intelligence to shape channel strategies, product roadmaps, and sales experiences. A strategic thought leader, I developed B2B Voice of the Customer (VOC) strategies focusing on a Customer-Centric Dashboard, collaborating with stakeholders to drive innovation and customer-centricity. My expertise includes: • VOC/Customer Experience Strategy/Execution • Cross-Organizational Collaboration & Leadership • Data Analysis/Critical Thinking • Multi-Channel Project Management • Executive Presentations/Storytelling I\'m passionate about leveraging insights to empower businesses in making informed decisions and enhancing customer experiences. Let\'s connect to explore opportunities for collaboration or to share insights on B2B customer feedback and strategic planning. Looking forward to connecting with fellow professionals in the industry!
Experience
B2b Customer Experience
Sep 2016 — Present · Kansas City, MO, US
Responsible for Customer Experience Initiatives in the B2B Segment Excited to be implementing Net Promoter Score to enable our sales team and assigned care team to understand the health of business relationships. Executing multiple surveys throughout the lifecycle and integrating them in dashboards and SFDC for real time feedback. Developing closed loop processes to engage the customer and fix systemic, policy and relationship issues/concerns.
Education
Florida Institute of Technology
MBA
Towson University
Bachelor's degree
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