Erika Heffernen
Customer Experience Manager - Services @ HP | CMU
- Role
- Customer Experience Manager - Consumer Services at HP
- Location
- Vancouver, WA, US
- LinkedIn followers
- 500 followers
About Erika Heffernen
I\'m a data-driven Customer Experience and Business Intelligence professional with a passion for transforming complex data into insights that improve products, services, and end-to-end customer journeys. Currently at HP, I partner with cross-functional teams and senior leaders to analyze CX data, uncover root causes, and drive initiatives that measurably improve satisfaction, loyalty, and retention. My work spans data analytics, journey mapping, and executive storytelling, leveraging both qualitative and quantitative insights to inform strategic decisions. I\'ve led survey designs and analysis using tools like Qualtrics, Medallia, Sprinklr, Databricks, PowerBI, Looker and built dashboards to monitor health metrics. Outside my day to day role, I serve as the Chair of Women@HP Vancouver, where I lead sitewide engagement initiatives, scale community impact, and help create inclusive spaces for growth and leadership. In my free time, I like listening to music, playing video games, playing sports, reading, and baking. Let\'s connect!Skills: SQL, Qualtrics, Tableau, R, Microsoft Excel, Progressive (Macola), Microsoft Office, Python, Adobe Illustrator, Google Suites, Canva, Adobe Illustrator
Experience
Customer Experience Manager - Consumer Services
Feb 2025 — Present · Vancouver, WA, US
Inform executive decision-making by analyzing customer experience data & delivering monthly stakeholder presentations- Capture customer insights by designing and administering surveys through Qualtrics to identify improvement opportunities- Improved customer satisfaction for services programs by conducting deep dive analyses, connecting data trends, and developing strategic initiatives by addressing key pain points
Education
Carnegie Mellon University
Bachelor of Business Administration - BS, Business Analytics & Technologies and Marketing Management
Moorestown High School
High School Diploma
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