Christina Chamberlain
Manager, Customer Experience, Global Customer Support @Textron Aviation
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WORK HISTORY
Manager, Customer Experience, Global Customer Support @Textron Aviation
Focused on cross-functional project, process and product design and implementation such as overhauling the Textron Aviation Customer Portal. Responsible for driving adoption of new digital tools focused on delivering positive user experiences including Textron Aviation’s new Service Management tool. Develop customer-specific implementation plans using industry best-practices to guarantee effective new product rollouts. As Agile Product Owner, convert organizational strategy into tactical IT Scrum sprints, then communicate the plan, priorities, and other details to stakeholders for all Customer Support organization requests. Design customer surveys, dashboards, reports, and visualizations for various stakeholders to provide a voice of customer snapshot used to inform decision making. This includes new relationship and lost customer surveys as well as PowerBI, Salesforce and Qualtrics dashboards and reports to articulate data. Provide regular report outs, insights, and recommendations to company leadership for buy-in and support. Global Service Network champion for the adoption of green initiatives and certification of industry awards such as NBAA’s Ground Support Equipment Accreditation and the National Air Transportation’s Green Certification. Manage team of two responsible for Customer Experience duties across network of 20 global service facilities.
EDUCATION
Embry-Riddle Aeronautical University
Bachelor of Science (B.S.), Air Traffic Management, minor in Unmanned Air Systems
Duke University - The Fuqua School of Business
Certificate, Adaptive Strategic Execution Professional
Embry-Riddle Aeronautical University
Master of Science, Management & Global Management, International Business
ABOUT CHRISTINA CHAMBERLAIN
As a seasoned product management and customer experience professional, I bring a wealth…
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