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Chris Kenny
Vice President, Continuous Improvement @First Tech Federal Credit Union
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WORK HISTORY
Vice President, Continuous Improvement @First Tech Federal Credit Union
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
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:)
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