Latasha Poindexter
Director, Customer Insights & Digital Experience @Novartis
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WORK HISTORY
Director, Customer Insights & Digital Experience @Novartis
Atlanta, GA, US
Lead UX Research and Voice of the Customer (VoC) programs to enhance digital customer touchpoints across Novartis Patient Support. Leveraging qualitative, quantitative, VoC, and data insights to develop seamless customer experiences across web, mobile, call centers, and in-person interactions. Closely collaborate with cross-functional teams to drive patient engagement, satisfaction, and business outcomes through customer-centered solutions.
EDUCATION
Clark Atlanta University
MBA, Marketing
Simmons University
BA, Political Science and International Relations
Queen Mary University of London
Study abroad, Political Science
SKILLS
ABOUT LATASHA POINDEXTER
Dynamic and results-driven leader with 15+ years of experience transforming customer and user experiences across Fortune 500 organization in life sciences, healthcare, financial services, and technology. I\'m passionate about bridging Voice of the Customer (VoC), UX research, and data-driven CX strategy to help organizations deliver seamless, human-centered experiences that drive measurable growth, trust, and long-term loyalty. As a collaborative, people-first leader, I empower cross-functional teams to deliver experiences that matter, anchored in empathy, insights, experimentation, and measurable impact. I thrive in environments where insights drive innovation, CX is treated as a disciplined practice, and UX is seen as a strategic business advantage. I\'ve built and scaled enterprise-wide VoC and UX programs that unify digital, call-center, and in-person touchpoints, turning insights into business outcomes such as higher NPS, improved adoption, increased conversion, and reduced churn. By connecting human-centered design with analytics and strategy, I help organizations evolve from customer-aware to customer-led.Core Strengths & Expertise- CX Strategy & Transformation | Enterprise Experience Design | Customer Journey Mapping- Voice of the Customer (VoC) Programs | Experience Analytics | Insights-to-Impact Frameworks- UX Research & Design Leadership | Digital Optimization | Product Experience Strategy- Behavioral, Qualitative & Quantitative Research | Customer-Centric Innovation- Team Leadership | Stakeholder Influence | Cross-Functional CollaborationKey Impact Highlights- Designed and implemented enterprise VoC frameworks adopted across multiple business units, driving executive-level decision-making and measurable CX improvements- Led UX research initiatives that informed major digital redesigns, improving usability, engagement, and satisfaction across millions of users- Partnered with senior leaders to embed customer insights into product and service strategy, resulting in double-digit gains in customer satisfaction and retention.
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