Katie Duncan
CX & Customer Success Executive | Transforming Teams to Drive Retention, Growth & Digital Experience
- Role
- Vice President, Customer Experience Magnolia (Titled Internally as Guest Services) at Warner Bros. Discovery
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Katie Duncan
I’m a CX and Customer Success executive who builds high-performing teams, shapes culture,…
Experience
Vice President, Customer Experience Magnolia (Titled Internally as Guest Services)
Aug 2022 — Present · Seattle, WA, US
Served as VP, Guest Services for Magnolia during its joint venture with Warner Bros. Discovery, building the CX function and standing up operations from the ground up. Designed a scalable, high-touch customer experience strategy that maintained exceptional CSAT despite surging volumes and seasonal demand. Led customer-facing brand protection & crisis response – served as the CX executive during high-visibility issues, preserving guest loyalty and protecting brand reputation Unlocked cost savings & efficiencies – reduced operating costs by more than 20% through enterprise processes for vendor damage claims and compliance Elevated the digital guest experience – partnered with key stakeholders across Product, eCommerce, Supply Chain, and Merchandising to launch new service offerings, streamline the customer journey, and leverage guest feedback to inform product improvements and unlock upsell opportunities Architected SaaS-enabled operations and CX tech infrastructure to support transition, ensuring business continuity and a consistent guest experience Recognition: Magnolia.com named to Newsweek’s America’s Best Customer Service list (2023), reflecting sustained CX excellence under my leadership
Skills
- Creative Direction
- Digital Strategy
- Marketing
- Advertising
- Public Relations
- Media Planning
- Digital Marketing
- Social Media Marketing
- Media Buying
- Management
- Integrated Marketing
- Digital Media
- Television
- Radio
- Social Media
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