Laura Kempf

About Laura Kempf

Dynamic business transformation leader with a proven record of elevating people, culture, and client experience to drive measurable growth. Known for uniting teams around complex change, solving strategic problems with clarity, and designing customer‑centric experiences that deliver real business impact. Brings deep expertise in change management and behavioral science, with a strong ability to balance cultural evolution and operational excellence with financial performance.Strategic Leadership | Customer Experience | Performance Improvement | Lean and Agile Methodology | Cultural Change | Design Thinking | Innovation | Executive Coaching | Complex Transformation | Emotional Intelligence | Trusted Advisor | Measurable Strategy

Experience

1. Director of Customer Success

   Innovaccer

   Sep 2024 — Present

   Led a $10M portfolio of national Payer clients, driving workflow transformation, strategic outcomes, and measurable improvements in patient experience. Delivered 40% portfolio growth, sustained a 4.5/5.0 NPS, and introduced AI copilots that generated proven ROI across care management operations. Directed a cross functional team of 9 engineering managers, developers, and project managers to deliver high quality data products and platform enhancements aligned to client priorities.• Transformed care management workflows by partnering with clients to deploy AI copilots for pre visit summaries and care plan documentation, reducing manual effort and achieving 10% cost savings.• Designed and implemented a risk stratification methodology, including predictive analytics, enabling clients to optimize care management, target high risk populations, and improve member outcomes for the most vulnerable populations.• Strengthened and stabilized delivery performance by overhauling governance, communication rhythms, and cross functional alignment, successfully moving a major client from “red” to “green” status. Implemented proactive risk mitigation practices, improved transparency with executive stakeholders, and established repeatable delivery processes that achieved a 4.5/5 NPS score from client.• Renegotiated a complex contract, resolving ambiguous language and securing a $200k upsell for a new analytics dashboard. Strengthened executive level trust by approaching the negotiation with transparency, aligning on shared goals, and demonstrating a commitment to long term partnership and value creation.

Education

• The University of Chicago Booth School of Business

  Master of Business Administration - MBA, Finance, Strategy

• Purdue University

  Bachelor of Science - BS, Chemical Engineering

  1990 — 1995

• Goethe Institute

  German Level 1 Certificate, German

  1999 — 2001

Skills

• Project Management
• Forecasting
• Financial Reporting
• Budgets
• Finance
• Financial Analysis
• Analysis
• Business Strategy
• Management
• Six Sigma
• Sales
• Process Improvement
• Change Management