Joe Smith
CX Strategy Consultant | Musician | Program Manager | Human Centered Designer
- Role
- Sr Cx Strategy Consultant - Cx Strategy & Advisory at CSG
- Location
- Denver, CO, US
- LinkedIn followers
- 500 followers
About Joe Smith
Strategist with 10+ years in Customer Experience (CX), design thinking, and program leadership, helping Fortune 100 companies turn complex initiatives into measurable results. International workshop facilitator and founding member of Zephyr Brass Collective, blending systems thinking, creativity, and execution across business and music.I work at the intersection of strategy, experience, and execution, helping organizations translate big ideas into outcomes you can actually measure.Over the past decade, I’ve led cross-functional initiatives spanning CX, EX, UX, and program delivery, partnering with executives, product teams, and operators to design and scale solutions that put both customers and employees at the center. My work has included supporting pre-sales and customer success teams, facilitating strategic workshops internationally, and advising leaders on how to align vision with execution using agile, Scrum, and design-led frameworks.I’m known for being a bridge-builder, connecting strategy to delivery, and creativity to rigor. Whether I’m facilitating workshops, guiding complex programs, or presenting to the C-suite, my focus is on clarity, momentum, and outcomes that matter.Outside of business strategy, I apply the same systems thinking in music.I’m a founding member of Zephyr Brass Collective, a touring brass ensemble focused on new music, collaboration, and innovative performance models. In 2024 and 2025, I led small ensembles to back-to-back championships at the NABBA Championships, including premiering original commissioned works. I also lead The Spicy Pickles, a jazz and funk band that has toured nationally for over a decade.In parallel, I consult with music and instrument manufacturers on product design, artist experience, and go-to-market strategy, bridging the gap between musicians, makers, and modern technology. This blend of strategic leadership and creative practice has me increasingly interested in opportunities at the intersection of music, platforms, hardware, and experience design.When I’m not working or performing, I enjoy mentoring students, teaching advanced motorcycle skills, traveling, and spending time with my whippet, Butter.
Experience
Sr Cx Strategy Consultant - Cx Strategy & Advisory
Feb 2023 — Present · Denver, CO, US
Award-winning Senior CX Strategist, recognized for leading global teams, driving organizational change, and delivering measurable outcomes. I combine strategic alignment, data-driven insights, and change management principles to implement scalable, customer-centric solutions.• Leadership & Strategy: Led cross-functional team across three continents, validating a POC developing a solution deployed across multiple verticals. Awarded the President’s Sales Support Award for driving business transformation.• GTM & Customer Success: Support enterprise level Fortune 250 clients across Financial (FSI), Healthcare, Retail, & Telco, boosting client satisfaction and revenue. Turning the Art of the Possible into reality by solving business problems.• Recommended communication strategy best practices change that led to $2.3M annual savings for top 10 Fortune 100 client.• Data & Insights: Use Natural Language Processing (NLP) tools to analyze customer feedback and uncover actionable insights, identifying use cases for SaaS solutions. • Data Visualization & Forecasting: Developed a POC using Domo dashboards to provide better YoY forecasting and improved decision-making for Customer Success teams. • Storytelling & ROI: Presented use cases using ROI calculations to demonstrate the value and viability of proposed solutions.• Maturity Model Assessments: Conducted maturity model assessments to identify gaps and recommend next best actions for clients.• Workshop Facilitation: Led workshops internationally to drive internal alignment, break down silos, and promote collaboration using change management strategies.• User Research & Thought Leadership: Conducted user interviews and authored thought leadership content on the importance of personalization in customer success.• Tools used: Lucidchart, Miro, Figma, Domo, Snowflake, Jira, Aha, Quid, Sprinklr, Relative Insight, User Interviews, Microsoft Office Suite, Google Suite, Statista, Salesforce, Adobe Creative Cloud
Education
Zero To Mastery Academy
UX/UI Design
University of Iowa
Bachelor of Arts - BA, Music
2010 — 2012
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