Kristina Linder
CX Leader & Strategist, Dot Connector of People, Process & Possibility, Customer Obsessed, Driven by Business Outcomes
- Role
- Consumer Experience Architect Manager at Corewell Health
- Location
- Grand Rapids, MI, US
- LinkedIn followers
- 500 followers
About Kristina Linder
Customer Experience professional building partnerships, leveraging insights and customer…
Experience
Consumer Experience Architect Manager
Sep 2022 — Present
Created a CX team strategy to align with organizational goals and vision while focusing on consumer-driven experience improvements- Initiated a customer journey mapping ecosystem depicting the sequential stages of the healthcare journey integrating consumer research, personas, touchpoints, metrics, and VOC to influence change by combining data and customer stories- Facilitated discussions with leaders to bridge experience gaps and embed human-centered design solutions driven by transactional data, perspective metrics, and consumer insights - Developed and embedded a framework defining the stages of the healthcare journey, the customer jobs to be done within each stage, while incorporating customer sentiment, perceptions, and available metrics- Collaborated with senior leaders regularly to engage with CX metrics to understand root-cause, employ closed-loop systems, and build in accountability for customer driven improvements- Conducted journey mapping workshops with multiple departments to develop personas, understand the current experience and drivers, hypothesize outcomes for proposed programs, and reinforce customer-centricity in all efforts
Education
San Diego State University-California State University
Bachelor of Science (BS)
Skills
- Leadership
- Organizational Development
- Strategic Planning
- Customer Service
- Team Leadership
- Account Management
- Medical Practice Management
- Exceeding Customer Expectations
- Time Management
- Entrepreneurship
- Customer Experience
- Customer Service Training
- Process Improvement
- Executive Coaching
- Public Speaking
- Consulting
- Crm
- Recruiting
- Training
- Customer Satisfaction
- New Business Development
- Continuous Improvement
- Coaching
- Interviews
- Leadership Development
- Management
- Team Building
- Management Consulting
- Strategy
- Putting the Customer First
- Small Business
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