Kayla Kincaid
Sr Cx Communications Analyst @Safelite
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WORK HISTORY
Sr Cx Communications Analyst @Safelite
Columbus, OH, US
Responsible for managing & developing customer experience & journeys across transactional 1-way email & SMS communications, formulating enhancement strategies & roadmaps for future channel development• Lead ideation and execution of 1-way communications A/B testing strategy in collaboration with UX design & research, customer insights team, analytics, digital, voice and web chat product owners, field teams, customer care and CX leadership, driving increased ROI, net promoter score, retention rates, survey response rates & revenue• Monitor communications performance via SFMC Intelligence Reporting, Tableau Online, Google Analytics and engagement pixels, continually advocating for reporting enhancements and overall program optimization• Provided business requirements to support the migration of Salesforce Marketing Cloud emails in 2023, delivering finalized communications in a new business unit within 12 months
EDUCATION
Miami Valley Career Technology Center
High School Diploma, Digital Design
Columbus College of Art & Design
BFA, Advertising & Graphic Design, Copywriting Minor
SKILLS
ABOUT KAYLA KINCAID
Experienced content marketer with a demonstrated history of excelling in the retail & …
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