Leo Smith
Cx and Marketing Strategy @Western & Southern Financial Group
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WORK HISTORY
Cx and Marketing Strategy @Western & Southern Financial Group
Cincinnati, US
Driving Enterprise Customer-Centric Transformation | Strategic Growth & Leadership AccountabilityResponsible for advancing an enterprise-wide customer experience practice and establishing leadership accountability that drives continuous improvement, elevates customer and employee experiences, and fuels retention, advocacy, and business growth.Lead strategic planning that equips leadership with actionable customer insights, market intelligence, and competitive analysis to inform decisions and optimize outcomes. Increased the impact of pre-planning strategic initiatives from 69% in 2018 to 98.6% in 2024 ultimately achieving 100% in 2025.Spearheaded transforming employee/associate cultural from “customer aware” to “customer obsessed,” achieving 174% growth in customer maturity since 2020. Built disciplined operating rhythms that power a customer-driven growth engine, embedding customer-centric design into sales, marketing, service, operations, and the full customer journey.A passionate customer advocate and change champion, known for driving differentiating innovation, strategic foresight, and flawless execution that deliver measurable enterprise impact.
EDUCATION
William Paterson University of New Jersey
Master of Fine Arts - MFA, Visual Arts/Design/Marketing
SKILLS
ABOUT LEO SMITH
Driven professional with extensive experience architecting and driving successful…
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