Katelyn MacKenzie

About Katelyn MacKenzie

Experienced Customer Experience leader with over 10 years of driving impactful CX strategies and improvements across global teams. I specialize in leveraging customer insights, optimizing processes, and collaborating with senior leadership to deliver measurable results in NPS, CSAT, and operational efficiency. Passionate about turning data into actionable strategies that enhance customer satisfaction, retention, and business growth. Awarded Global Payments Circle of Excellence award in 2024, and a B2B customer leader for Medallia User Groups

Experience

1. Enterprise Customer Insights Senior Manager

   Global Payments Inc.

   Dec 2021 — Present

   Manage a global team responsible for all research functions, ensuring the use of VOC and Closed-Loop practices to provide actionable insights that guide customer experience decisions across the organization- Drove global Voice of Customer (VOC) strategy by collecting and analyzing customer feedback from diverse sources, enabling targeted strategic planning with regional stakeholders, sales organizations, and Executive Leadership to improve customer experience- Led deep-dive process improvements using research methodologies, collaborating with sales, Executive Operations teams, and quality teams to optimize processes, empowering agents, and improving key metrics- Delivered significant results, including an NPS improvement of 40 points, FCR increase of 15%, and sustained CSAT gains in contact centers over the last two years- Conducted another deep-dive in 2023 for another region that in one year has improved NPS by 20 points, and strengthened customer relationships which is lessening attrition- Presented findings at Medallia Experience 2024, demonstrating thought leadership on driving executive buy-in for customer experience improvements. Developed actionable insights reporting, allowing senior leadership to make data-driven decisions and humanize customer metrics- My team conducted and collaborated on a consolidation project of 8 CX programs across vertical markets, standardizing strategy and improving organizational efficiency- Built a CX community within the organization, ensuring alignment on best practices and maintaining close relationships with cross-functional teams to continuously improve the customer experience- Awarded Global Payments Circle of Excellence Award (2024): Recognized for exemplary contributions to customer experience, leadership, and our communities.

Education

• Southern New Hampshire University

  Bachelor of Science - BS, Marketing/Marketing Management

  2018 — 2019

• Valencia College

  Associate of Arts (AA), Architecture

  2014 — 2016

• Valencia College

  Associate of Science (A.S.), Architectural Drafting and Architectural CAD/CADD

  2013 — 2014

Skills

• Customer Service
• Advertising
• Team Management
• Online Marketing
• Social Media Marketing
• Autocad Architecture
• Event Planning
• Coordinating Events
• Marketing Strategy
• Microsoft Office
• Sales
• Marketing
• Social Networking
• Community Management
• Project Coordination
• Networking
• Search Engine Optimization (SEO)
• Public Speaking
• Social Media
• Start-Ups
• Management
• Community Outreach
• Community Development
• Wordpress
• Revit