Conor B. McGrath
Senior Manager, Digital Customer Experience @Southern Glazer's Wine & Spirits
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WORK HISTORY
Senior Manager, Digital Customer Experience @Southern Glazer's Wine & Spirits
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
General Assembly
Data Analytics
SKILLS
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
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