Chris Kenny

About Chris Kenny

Marketing and Customer Experience Executive, passionate about achieving exceptional results through inspired people, customer advocacy, and commercial and data acumen. I add value by devising and implementing strategies to maximise customer profitability and satisfaction. With teammates I’ve built products, processes and culture where employees and customers succeed. Favourite skills:Building BrandCreatively led and insight-driven communications expert I Competitive intelligence I External partners (e.g. agency) selection and collaboration I Budgetary responsibility and accountability I Experience marketing (Events and Sponsorships) I Internal engagement-building story telling Genuine Customer CentricityCustomer Advocate I Customer-Centred Design | Relationship deepening I Customer Profitability I Acting on customer feedback and closing the loop I Learning from Complaints I Moment of Truth Management I Complaints frameworks and management I Launching and Embedding Customer Listening ProgramsDigital Channels and MarketingInfinitesimal effort | Business Process Optimisation | The Perils and Opportunities of Salesforce and Pega | Empowering via self-service I Incentive-based Customer Referral Programs I Online and mobile user experience I Chat and emerging channelsData AcumenFocus on Return on Investment I Behavioural Economics | Measure so we can manage I CRM Implementation and Usage I Consumer research methodologies I Customer Segmentation Strategies I Test and Learn Agenda Setting I Spend optimisationInnovation & Product DevelopmentExperience engineering | Working Backwards | “Real” Innovation | Unlocking Profit | Payments I Property I Retail Experience I Strategic business cases I Simplifying the complex I International best practice identification and sharing I Sensitivity Analysis I Competitive Differentiation I Launch strategiesLeadershipCreate environment of high performance I Motivation through providing clarity I Mentoring I Development planning I Cross-functional collaboration I Public Speaking I Customer Centric Culture and GovernanceReach out:)

Experience

1. Vice President, Continuous Improvement

   First Tech Federal Credit Union

   Oct 2023 — Present · Hillsboro, OR, US

   Executive responsible for day to day operations of the contact center and branch network- Leader of operational, member insights and continuous improvement teams to capture and translate member and employee feedback into process change and simplification- Organization wide accountability for member experience and satisfaction metrics, from target setting to achievement to impact analysis.

Education

• Georgetown University

  Coursework on International Political Science

• Thunderbird, The Garvin School of International Management

  Global MBA, Marketing and Finance

• Dickinson College

  BA, Major in French, Minor in History