Douglas E. Kennedy

About Douglas E. Kennedy

For 20 years I\'ve been combining my technical aptitude and knowledge with top notch customer experience initiatives to boost performance and drive growth in the insurance industry. I champion customer centricity and focus on data driven decision making for continuous improvement. I currently oversee cross-functional teams for customer experience measurement initiatives and have a long history of collaborating at all levels of the organization to develop effective experience improvement strategies and plans.I take pride in driving excellence by giving customers and employees a voice and stake in the improvement process and most recently have spearheaded the implementation of an experience management technology platform (Qualtrics) to track the progress of KPIs and provide the customer and employee feedback needed for effective decision making. I\'ve also led initiatives to automate processes resulting in streamlined processing time by up to 75% and reductions in labor, cost, and waste expenses. I\'m experienced at selecting and managing vendor relationships, directing full lifecycles of projects, and ensuring best practices across all functions.

Experience

1. Cvp - Customer Experience

   New York Life

   Mar 2014 — Present · Sleepy Hollow, NY, US

   Direct continuous improvement along the entire customer journey by championing customer-centric approach and implementing measurable goals and KPIs to identify and execute ongoing opportunities for improvement. Manage the omni-channel customer experience including all digital and contact center touch points, achieving customer loyalty and consistent sales growth through the delivery of a best-in-class branded experience.

Education

• Brigham Young University

  BS, Mechanical Engineering

• Thunderbird School of Global Management

  MBA, B2B Marketing

Skills

• Mobile Application Development
• Customer Experience Management
• Mobile Devices
• Strategic Planning
• Program Management
• Mobile Strategy
• Mobile Technology
• Project Management
• Information Architecture
• Agile Project Management
• Innovation Management
• Portfolio Management
• Microsoft Office
• Strategic Technology Initiatives
• Process Improvement
• Analytics
• Insurance
• Key Performance Indicators
• Collaborative Leadership
• Data Analysis
• Pivot Tables
• Financial Services
• Investments
• Customer Experience Transformation
• Customer Experience Analysis
• Training
• Sharepoint
• Business Analysis
• Social Media
• Vendor Management
• Voice of the Customer
• Business Intelligence Tools
• Performance Metrics
• Mutual Funds
• Risk Management
• Qualtrics
• Agile Methodologies
• Management
• Financial Analysis
• Strategy