Gregg Massey

About Gregg Massey

Visionary data and implementation leader with a proven track record of empowering teams, driving solutions, and elevating customer experiences through innovation and execution. At Wells Fargo and beyond, I’ve led large-scale, complex deployments for Fortune 500 organizations, managing end-to-end delivery of customer facing initiatives, while simultaneously championing data-driven strategies that transform business outcomes.I specialize in creating and optimizing complex programs, aligning operational structures, and consolidating content to deliver actionable insights that influence strategic decisions and reduce operational expenses. Where programs do not exist, I create them. Where alignment is missing, I bring people together in a way that helps everyone move forward. My leadership experience spans global teams of up to 20 direct and 50 indirect reports, fostering collaboration across technology, business intelligence, customer experience, and operations and all stakeholders in finance, marketing, legal, and risk.

Experience

1. Sr Lead Business Execution, Executive Director Customer Experience Insights & Measurement

   Wells Fargo

   Jan 2019 — Present · Seattle, WA, US

   Reporting to Head of Wells Fargo Operations Customer Experience. Product manager responsible for Wells Fargo\'s J.D. Power customer excellence certification program. Developed reporting and routines to support customer experience strategy for Consumer Small and Business Banking Operations, which service more than 50 million calls per year.Delivered a net-new reporting suite to provide data-driven insights by combining operational metrics, customer experience metrics, and machine learning of all recorded interactions.Established and implemented a $1.3MM data-driven business case. Leveraged customer insights and project management skills to reduce the duration of deposit holds impacting customers per year.Managed resource allocation of 100 subject matter experts (SMEs) during a global implementation event, ensuring proper controls and communication to 600+ teams across 19 locations in three countries.Created and evolved Wells Fargo\'s internal customer experience program (Net Promoter System). Led global implementation plan for Consumer Small and Business Banking Operations impacting more than employees.Established operational community of practice to ensure cross-functional alignment and rapid response to administrative needs, resolution to technical challenges, and ongoing support issues.

Education

• University of Minnesota

  Certificate, Business Writing

  2009 — 2010

• Consumer Bankers Association Executive Banking School

  Banking and Financial Support Services

• The University of Chicago Booth School of Business

  Executive Education, Behavioral Economics

• University of Minnesota

  BA, Communications

  2001 — 2005

• University of St. Thomas - Opus College of Business

  Master of Business Administration - MBA, Business Analytics

  2014 — 2017

Skills

• Powerpoint
• Microsoft Excel
• Web Analytics
• Jmp
• Leadership
• Research
• Marketing
• Strategic Planning
• Social Media
• Minitab
• Editing
• Analysis
• Business Readiness
• Microsoft Word
• Team Leadership
• Talent Management
• Event Management
• Public Speaking
• Outlook
• Customer Service
• Sensitivity Analysis
• Microsoft Office
• Facebook
• Call Centers
• Management
• Team Building
• Internal Communications
• Training
• Retail
• Process Improvement
• Cross-Functional Team Leadership
• Spredfast
• Leadership Development
• Project Management
• Salesforce.com
• Coaching
• Data Analysis