Carli Kinchler

About Carli Kinchler

As the Senior Program Manager leading GitHub’s Voice of the Customer Loyalty Survey Program, I specialize in transforming customer feedback into strategic insights. I deliver quarterly executive readouts to Revenue, Product, cross-functional leadership teams, and company-wide audiences, combining NPS, CSAT, CES, product and revenue data, and verbatim feedback to highlight trends, surface pain points, and influence decision-making at the highest levels. I partner closely with Product, Revenue, Customer Success, and Research teams to ensure customer insights shape the roadmap and drive meaningful action. This includes collaborating on the publication of GitHub’s quarterly Customer Insights Digest, facilitating self-serve dashboards for Product Managers, working closely with Customer Success to highlight accounts that need more high-touch support, and building closed-loop feedback processes that bring the voice of the customer into day-to-day operations. I manage end-to-end survey execution in Medallia, including strategy, automation, and advanced display logic, and I have a focus on enabling a culture of customer obsession through actionable data and storytelling. In 2024, I expanded the program to include GitHub\'s self-serve customer segment, increasing survey reach by 6,500+ accounts per quarter. Prior to GitHub, I led NCR’s Customer Experience Program for Professional Services, where I drove a 62% improvement in tNPS and developed scalable closed-loop feedback and action planning systems using Power BI and Power Automate. I’m passionate about using customer insights to bridge teams, align strategies, and elevate the customer experience.

Experience

1. Senior Program Manager, Customer Insights

   GitHub

   Aug 2022 — Present · Birmingham, AL, US

   As the leader of GitHub’s Voice of the Customer Loyalty Survey program, I am responsible for designing and scaling a global customer listening strategy for all of GitHub\'s Enterprise customers that influenced decisions across Product, Revenue, and Customer Success. I have built the program from the ground up, owning everything from survey design and governance to feedback automation, analysis, and executive reporting.My work focuses on transforming customer feedback into strategic insights that inform product roadmaps, improve customer experience, and shape cross-functional priorities. I partner closely with teams across Product, Revenue, Research, Customer Success, and Operations to deliver insights that drive meaningful change, from enhancing product experiences to guiding company-wide initiatives.I\'ve also developed closed-loop feedback systems and continue to find ways to integrate VOC signals into broader business processes, such as customer health scoring. Through regular executive readouts and cross-functional collaboration, I help elevate the role of customer feedback, ensuring GitHub\'s strategy remains Customer Obsessed.

Education

• Auburn University

  Bachelor’s Degree