Kevin Smith
Director, Voice of Customer Insights & Strategy
- Role
- Director, Voice of Customer Insights & Strategy at Ally
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Kevin Smith
Experienced consumer insights professional with a knack for finding clarity in the complex. I\'m driven by the desire to understand consumers\' mindsets, discover their wants and needs, and give them the voice and visibility they deserve from the C-suite to the front line.
Experience
Director, Voice of Customer Insights & Strategy
Jun 2021 — Present · Charlotte, NC, US
Spearhead the transformation of Ally\'s VOC program, guiding a full-scale redesign to bolster CX measurement strategy, optimize survey touchpoints, streamline complaint handling, implement automated text analytics categorization, and restructure executive-level reporting• Manage a high-performing team of VOC analysts, driving continuous improvement in customer pain point analysis, root cause detection, dynamic dashboard creation, and journey-level reporting, resulting in industry-leading NPS and CSAT performance• Collaborate with enterprise analytics leaders, enabling unified data analysis across departments and facilitating targeted CX improvements based on customer feedback and behaviors• Drive team efficiencies, cost-savings, and technology improvements via vendor migrations
Education
University of Georgia's Master of Marketing Research Program
Master's degree, Marketing Research
Clemson University
BA, Communication Studies (Minor in Philosophy)
2004 — 2008
The University of Georgia
Master's degree, Marketing Research
Skills
- Sawtooth
- Tourism
- Market Intelligence
- Focus Groups
- Qualtrics
- Maxdiff
- Spss
- Data Preparation
- Customer Insight
- Hospitality Industry
- Statistical Data Analysis
- Regression Analysis
- Competitive Intelligence
- Marketing Strategy
- Qualitative Research
- Microsoft Excel
- Powerpoint
- Quantitative Research
- Marketing Research
- Conjoint Analysis
- Survey Research
- Market Analysis
- Statistics
- Sas
- Copy Editing
- Marketing
- Google Analytics
- Surveymonkey
- Microsoft Word
- Market Research
- Quantitative Analytics
- Survey Design
- Social Media
- Microsoft Office
- Consumer Insight
- Data Analysis
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