Kelly Bowie
Executive Leader | Customer Experience | Customer Insights | Innovation| Customer Success | Strategy | Focus on Loyalty & Retention and Engagement
- Role
- Director Customer Experience at Principal Financial Group
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Kelly Bowie
People-focused and results driven Customer Experience and Insights Executive with a proven record of improving customer experience and achieving sustainable business growth across diverse global industries: Insurance, Fintech, SaaS, Logistics, Quick Serve Restaurants, Telecommunications and Automotive.My passion lies at the intersection of customer insights, experience design, and business growth. I thrive on collaborating with enterprise-wide functions to inform go-to-market strategies that improve revenue through increased customer satisfaction, reduced churn and improved loyalty outcomes. Throughout my career, I have led multiple cross-functional initiatives that resulted in significant top and bottom-line growth. As an innovative thought leader, I employ a customer first, “outside-in” approach utilizing surveys, focus groups, Voice of Customer (VOC) research, journey mapping, personas, usability testing and design thinking principles to operationalize customer feedback and implement solutions that enhance product design, improve internal and external processes, and optimize the end-to-end customer experience. I take pride in being a servant leader who motivates and inspires teams by fostering an environment where all team members feel heard, valued, and respected. I focus on team members’ career advancement by cultivating individual skills to encourage personal and professional development.
Experience
Director Customer Experience
Aug 2025 — Present
Leading our Voice of the Customer team, an area l\'ve been deeply passionate about throughout my career. I look forward to collaborating with stakeholders across the enterprise to enhance and elevate our VOC program. By capturing and acting on customer feedback at the moments that matter most, we can create experiences that truly delight and build lasting relationships.
Education
Florida State University
Bachelor of Science in Geography, Sociology, Minor in Urban and Regional Planning
Skills
- Time Management
- Marketing Research
- Strategic Planning
- Market Research
- Analysis
- Customer Relationship Management (Crm)
- Management
- Business Development
- Project Management
- Program Management
- Coaching
- Leadership
- Pricing
- Account Management
- Customer Retention
- Team Leadership
- Customer Service
- Vendor Management
- Sales Presentations
- Crm
- Retail
- B2b
- Strategic Partnerships
- Budgets
- Recruiting
- Awesomeness
- Strategy
- Customer Satisfaction
- Training
- New Business Development
- Customer Insight
- Cross-Functional Team Leadership
- Marketing Strategy
- Market Analysis
- Salesforce.com
- Competitive Analysis
- Customer Experience
- Analytics
- Marketing
- Sales
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