Michael Hooper

About Michael Hooper

15 years of professional experience leading CX/VOC Programs in B2B and B2C organizations delivering actionable insights that drive the business forward and improve the customer experience. An experienced researcher employing both quantitative and qualitative methodologies including surveys, focus groups, online communities, user experience and usability. A collaborator and relationship builder with stakeholders, internal clients, technology partners and vendors. A storyteller who can communicate the story the data driven insights provide. A rare combination of experiences leading both CX/VOC and Employee Experience programs.Serving as a CX Consultant for roughly 4 years for one of the largest Experience Management companies, I consulted with clients from various industries and in various stages in their CX maturity journey. I lead journey mapping workshops for multiple clients to help them discover the moments that matter in the customers journey and determine the best approach to gather feedback on those experiences.Core Competencies- Experience Management- Journey Mapping- Survey Design- KPIs & Metrics- Dashboards and design- Key driver analysis and modeling- Focus groups- Online communities- User experience and usability- Benchmarking- Brand TrackingAccomplishments:Working with the Digital team, develop in the moment feedback mechanism that paid dividends almost immediately. Customers are required to provide a telephone number to receive the account pin via text. However, some prospective customers were providing a home telephone numbers so, they weren’t receiving their pin and abandoned the process. Based on the feedback, the digital team quickly redesigned the page making it clear that it needs to be a mobile number and configured the site to check the phone number provided to make sure it was a mobile number. Account opening conversions improved immediately.Through a full RFP process and competitive bidding for an Enterprise Experience Management Platform solution, saved the company more than $1.5 million over a three year period.Recruited 37 high value customers to visit the seat lab to provide feedback on a prototype for the business class lie-flat seat. 13 of those customers stayed overnight to simulate sleeping in the seat. Based on the feedback, the design team made changes to the user interface device and built in a slot to store a laptop or tablet while up in the cabin or eating in their seat.Contact me at (81••••••10 or via email at m••••••••@gmail.com

Experience

1. Senior Director

   SAP

   Oct 2023 — Present

   Global Experience Management Office

Education

• Oklahoma State University

  BA, Sociology

• University of North Texas

  ABD, Sociology

  1994 — 1998

• University of North Texas

  MS, Sociology

  1992 — 1994