Mike Nelson
Senior Director - Customer Experience Management
- Role
- Sr Director - Customer Experience Management at NWN
- Location
- Westerly, RI, US
- LinkedIn followers
- 500 followers
About Mike Nelson
Experienced Senior Service Delivery Manager with a demonstrated history of working in the information technology and services industry. Strong program and project management professional skilled in Sales, Data Center, Contact Centers, Management, and Software Documentation.
Experience
Sr Director - Customer Experience Management
Aug 2025 — Present · RI, US
As Sr. Director of Customer Experience, I lead the strategy and execution of customer engagement initiatives that drive long-term satisfaction, retention, and growth. I partner cross-functionally with sales, delivery, operations, and leadership to ensure the customer journey is intentional, measurable, and aligned with business outcomes.In this role, I oversee NWN’s expanding Staff Augmentation business, providing strategic direction across contractor onboarding, performance management, cost optimization, and workforce planning. I focus on building scalable processes that balance client needs, talent quality, and operational efficiency while supporting growth across multiple service lines.I also own and manage the Customer Lifecycle Incentive Program, designing and optimizing incentive structures that drive desired customer behaviors, improve renewal rates, and strengthen long-term partnerships. By leveraging data, feedback, and performance metrics, I continuously refine programs to maximize value for both customers and the business.
Education
University of Rhode Island
Bachelor of Science - BS, Political Science and Government
Johnson & Wales University
Criminal Justice
Roger Williams University
Paralegal Certificate, Paralegal / Legal Studies
2007 — 2009
University of Rhode Island
BA, Political Science
2003 — 2006
Skills
- Process Improvement
- Management
- Networking
- Vendor Management
- Computer Hardware
- Customer Service
- Troubleshooting
- Call Centers
- Outlook
- Data Center
- Technical Support
- Cisco Technologies
- Security
- Call Center
- Microsoft Office
- Sales
- Customer Experience
- Customer Satisfaction
- Training
- Software Documentation
- Itil Certified
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