Lauren Goodman
Head of Client Experience Analytics @FIS
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WORK HISTORY
Head of Client Experience Analytics @FIS
Invited by the Chief Client Officer to transform the enterprise client experience strategy by providing executive-level insights that shape organizational priorities• Architected and deployed a Client Health Indicator data model, measuring top friction points along the client’s journey, enabling executive visibility and proactive, data-driven decision-making across all client-facing teams - the indicator has delivered measurable ROI by safeguarding $250M in renewal contract value• Conduct comprehensive analytics to identify key drivers of Net Promoter Score (NPS), translating findings into targeted transformation initiatives that improve client satisfaction and retention, and making data-driven recommendations to leadership on specific actions to elevate the overall client experience• Serve as the voice of the client to senior leadership, authoring insight reports for the CEO that directly inform strategic decisions and corporate direction• Spearheaded a technology transformation, leading the migration from Microsoft PowerBI to Microsoft Fabric, ensuring seamless adoption and alignment with business needs• Led the consolidation of 25+ executive KPI dashboards into a single Azure-based master dashboard, significantly improving data accessibility, security, and executive usability• Build and mentor a high-performing team of analysts, developing structured growth plans and fostering an insights-driven culture that strengthens executive communication and influence• Guided the organization through top-down restructuring, driving change management that maintains productivity, morale, and alignment during a critical enterprise realignment• Pioneer generative AI prototype use cases, accelerating reporting and productivity while positioning client-facing teams to leverage cutting-edge tools for engagement
EDUCATION
Cornell University
Data Driven Marketing, Certificate of Completion
University of North Texas
Bachelor of Science (B.S.)
Vanderbilt University
Certificate of Completion, Prompt Engineering for ChatGPT
University of Georgia - Terry College of Business
Principles of Market Research, Certificate of Completion
ABOUT LAUREN GOODMAN
I am an accomplished senior executive with a proven track record of unifying client-facing functions and delivering a seamless customer journey that drives measurable business outcomes. I possess a unique blend of strategic vision and hands-on execution, consistently elevating the voice of the customer to influence leadership decisions and shape long-term growth. I have gained over 20 years’ experience in fintech, healthcare, telecommunications, and consulting, partnering with leadership teams to transform and scale client engagement strategies, optimize enterprise-wide processes, and scaling data-driven solutions that directly improve retention and accelerate growth. Recognized for promoting a leadership philosophy that centers on people: developing high-performing global teams, mentoring rising leaders, and fostering a culture of accountability and innovation. I am equally committed to innovation, leveraging technology and data to streamline operations, expanding client value, and creating efficiencies that fuel sustainable growth. I embrace continuous learning, with a focus on applying emerging technologies such as AI to enhance productivity and customer engagement.CORE OPERATIONAL EXPERTISE:• Strategic Planning & Execution - Developed 3-year roadmaps driving 18% YoY growth• Cross-Functional Leadership - Led integrated teams across sales, operations, client success• Process Optimization - Reduced cycle times 15%, increased productivity 25%• Change Management - Successfully navigated multiple organizational restructures• Financial Stewardship - Managed $3M+ budgets with exceptional margin performanceTRANSFORMATION RESULTS:→ Generated $25M new revenue through digital innovation at Fortune 500 telecom→ Achieved 30% revenue increase through strategic department transformation→ Maintained industry-leading 40% margins while expanding client base by 20%→ Consolidated 75+ dashboards improving enterprise data accessibility
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