Conor B. McGrath

About Conor B. McGrath

Driving Customer-Centric Innovation Through Measurement, Voice-of-the-Customer (VOC), CX, and Actionable InsightsAs an insights-driven professional with a passion for understanding people, optimizing experiences, and turning data into action. With a decade of experience across market research, customer experience, and digital product strategy, I bring together human insight and business strategy to uncover opportunities, solve real problems, and drive measurable impact.At Southern Glazer’s Wine & Spirits, I lead the Voice of Customer and digital experience efforts, using structured feedback loops, usability research, sentiment analysis, surveys, journey mapping (and more) to drive measurable improvements. Whether moderating C-suite interviews, diving into Tableau dashboards, or collaborating with product teams, I bring curiosity and clarity to every project.I’m endlessly curious—currently focused on how AI is transforming the future of work, CX operations, and customer insights. I’m also a certified CCXP, and love applying that expertise to build better end-to-end experiences.Outside of work, you’ll find me deep in the world of sports collectibles, especially rare and modern basketball cards, where I combine research, analysis, and a bit of nostalgia to understand the collectibles space. I used to manage a basketball card blog, but these days I\'m a contributor to Collectibles On SI. Let’s connect—I’m always open to new opportunities and collaborations in CX, research, and writing.Reach me anytime at: c••••••••@gmail.com

Experience

1. Senior Manager, Digital Customer Experience

   Southern Glazer's Wine & Spirits

   Nov 2022 — Present

   Championing Southern Glazer\'s consumer-obsessed culture, ensuring Voice of Customer (VOC) insights are embedded into decision-making across digital development, marketing, sales, customer experience, and operations.Managed enterprise VOC via an integrated feedback ecosystem across web and mobile and connecting the dots with product managers to drive increases in CSAT and digital satisfaction scores.Delivered $400K+ in annual cost savings by leading the migration from Medallia to SurveySparrow, optimizing platform capabilities, automation workflows, and enhancing VOC capabilities.Developed a customer insight reporting framework distributed to 70+ key stakeholders, translating complex VOC data into clear, actionable storytelling that guided product roadmaps and operational priorities.

Education

• Suffolk University

  Masters, Mental Health Counseling/Counselor

• St. Lawrence University

  B.S., Psychology

• UNC Kenan-Flagler Business School

  Master of Business Administration (M.B.A.), Marketing/Marketing Management, General

  2016 — 2018

• General Assembly

  Data Analytics

  2019 — 2019

Skills

• Advertising
• Mailchimp
• Finance
• Market Research
• Marketing Analytics
• Time Management
• Social Media
• Sports Marketing
• Powerpoint
• Microsoft Excel
• Business Analysis
• Salesforce.com
• Big Data Analytics
• Statistics
• Forecasting
• Html 5
• Customer Retention
• Customer Service
• Invoice Processing
• Child Development
• Financial Services
• Crm
• Analytics
• Sharepoint
• Direct Mail Campaigns
• Management
• Product Management
• Microsoft Office
• Tableau
• Marketing Strategy
• Project Management
• Product Marketing
• Esports
• Real Estate Marketing
• Python
• Business Process Improvement
• Event Planning
• Cluster Analysis
• Strategy
• Quickbooks