Cory Joseph
- Role
- Director of Engineering, Customer Experience Accessibility at CVS Health
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Cory Joseph
Cory’s diverse experiences are united by a singular mission: to empower people to learn…
Experience
Director of Engineering, Customer Experience Accessibility
Nov 2021 — Present
Led team of designers and product owners to establish first of its kind customer experience focused accessibility team focused on identifying pain points of customers with disabilities through customer data, feedback collection, and direct research to enable creation of functional, implementation ready solutions in partnership with product teams across the organization.* Founded program of customer feedback driven accessibility innovation where improvements and underlying pain points are solutioned for based on data-mining voice of customer collection, direct feedback from customers with disabilities, ongoing research, and overall product-feature NPS monitoring.* Led team to build reusable accessibility pattern library of best practices and best-case scenario solutions for common use-case scenarios and journeys.* Collaborated across product, engineering, and design groups to push for iterative improvements within existing features and integration of innovative solutions.* Established program of customer support continuous improvement to ensure customer service agents identify customers’ accessibility blockers and escalate items to our team for follow-up with product and accessibility engineering teams.
Education
Portland State University
Master of International Management, Product Innovation & Entrepreneurship
2008 — 2009
J.F.Oberlin University
Foriegn Study, International Business; Culture & Society; Japanese
2005 — 2006
University of Missouri-Saint Louis
BS, Information Systems
2003 — 2008
University of Missouri-Saint Louis
BSBA, International Business
2003 — 2008
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