Maia Thompson

About Maia Thompson

I lead high-impact operational transformation that turns strategy into measurable…

Experience

1. Vice President, Strategy and Execution Manager

   Wells Fargo

   Dec 2022 — Present · Roanoke, VA, US

   Lead high-impact operational transformation initiatives aligning strategy, performance measurement, analytics, and frontline execution across a employee organization spanning collections, servicing, credit operations, and product teams.Key contributions:• Led alignment to a new performance measurement framework connecting operational drivers to customer perception and downstream financial outcomes, enabling focused prioritization of high-impact levers• Designed and operationalized a programmatic CX and performance architecture, shifting from reactive issue management to proactive, data-informed execution• Partner with advanced data and analytics teams to integrate AI-enabled insights and multi-source data into operational segmentation and decision-making strategies• Identify and prioritize operational opportunities where AI augmentation enhances frontline effectiveness while preserving human judgment and relationship impact• Architect measurement backbones linking behavioral expectations, process design, customer journeys, and operational outcomes to ensure improvement efforts are visible, measurable, and scalable• Redesign cross-functional processes to reduce customer effort, eliminate friction, and align operational execution with product and marketing strategy• Built and scaled a high-performing internal consulting team, strengthening leadership capability and accelerating adoption of new operating models• Improved customer satisfaction by 20 percent through structured service model redesign and execution alignment• Launched and embedded the first customer survey insights program within Collections, establishing durable insight-to-action performance loops

Education

• Virginia Polytechnic Institute and State University

  Sociology

  2003 — 2008