Kathleen Browne
Voice of Customer & Client Insights Manager @Sherweb
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WORK HISTORY
Voice of Customer & Client Insights Manager @Sherweb
Building and optimizing inaugural Voice of the Customer research program to consistently and accurately track important consumer metrics like CSAT, NPS, and Customer Effort Scores across key customer touchpoints- Creating customer journey maps for target customer segments that identify pain points, obstacles, and inefficiencies- Collaborating with cross-functional team leaders (Marketing, Customer Support, Product, Sales) to resolve pain points and proactively improve the customer experience across silos- Centralizing and strengthening organizational understanding of the customer at the market, product, and experience levels- Fostering culture of customer-centricity and customer data-driven decision making
EDUCATION
Bader College
Digital Humanities Field School
Brookfield East High School
High School, Honors Diploma
Concordia University
Master’s Degree, Marketing
Queen's University
Bachelor’s Degree, Psychology
SKILLS
ABOUT KATHLEEN BROWNE
Understanding consumer behavior is one giant puzzle. The pieces come in various shapes and shades, and sometimes don’t appear to be connected. The biggest challenge is not knowing what the final image is going to look like. But putting those puzzle pieces together is what excites me as a consumer insights professional! Just like my excitement as a 12-year-old, reading one of the thousands of novels I stuck my nose into, when I came across a description of a psychologist: someone who studies the way people think and behave. I knew from that page forward that I’d found what I was interested in doing with my life. Taking psychology in undergrad was a no-brainer (no pun intended), which introduced me to topics like behavioral economics and decision-making theories. Then it was a small leap to the business school to study marketing and consumer research. And then I was off! Down a career path with an objective of learning why consumers do and think what they do, and how to make such insights useful for businesses. In my meander down this career path, I have-become an expert in quantitative and qualitative data-gained rich experience on both the client and vendor side of consumer insights-prepared compelling reports and visualizations, presented to VP-level audiences, and engaged discussion on the value of consumer insights in making corporate decisions-designed comprehensive research programs for brands in a variety of industries including telecom, CPG, SaaS, retail, and hospitality-onboarded, developed, and led a team of research analysts working with Fortune 500 client rosters…to be continued! Outside of work you can usually find me running, trying to metaphorically chase down my former fitness levels as a varsity cross country and track athlete (and eventual team captain). Or talking to my ever-growing family of plants. Or reading up on a variety of other topics that interest me, including sustainability, urban planning, and women\'s health. Feel free to send me a message if you’d like to chat about any of the puzzle pieces so far!
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