Chad Ghastin

WORK HISTORY

EDUCATION

SKILLS

ABOUT CHAD GHASTIN

Personal site: cghastin.com Highly adaptable senior level customer experience and change management leader with hands on strategy and implementation experience spanning: healthcare, automotive, CPG, entertainment, financial services, media, and travel / aviation. Proven success influencing and leading executive stakeholders with agility across a matrixed environment. Experience evaluating and optimizing call center operations and performance standards for agents and leadership. Past: Full P&L responsibility for annual budget, management of vendors and people leader of across multiple locations and functions. Founded and ran my own CX consultancy for over two years providing strategic customer experience design, CRM, marketing automation and digital product optimization consulting for start ups and Fortune 500 brands including, Birchbox, NBC News, CNBC, and Johnson & Johnson. Certified Customer Experience Professional, Lean Six Sigma Green Belt and former founding NYU graduate professor of CRM & Customer Experience. Skills and Hands on ExperienceCustomer Experience, Engagement and Loyalty Strategy | Voice of the Customer and Voice of the Employee Program Development | Customer Experience Design and Journey Mapping | NPS, CES and CSAT Program Analysis and Development | Artificial Intelligence and Machine Learning | Digital Product Development | CRM | Enterprise CX Platform Migration and Implementation | Lifecycle Marketing | RFM and LTV Analysis and Segmentation | Marketing Automation | A/B and Multivariate Testing | Propensity Modeling | 1:1 Personalization and Curation | Email Marketing | Mobile App Marketing | Display and Social Re-engagement and Re-targeting Programs | Re-activation and Winback Programs | Customer Co-creation, Referral and Rewards Programs