Robyn Bullough
Principle Member Experience Manager at SoFi
- Role
- Principle Member Experience Manager at SoFi
- Location
- Farmington, UT, US
- LinkedIn followers
- 500 followers
About Robyn Bullough
Customer Experience (CX) leader with 15+ years in contact centers, operations, and CX program management. Currently responsible for SoFi’s Member Experience program, including post-contact research, conversational intelligence initiatives, and feedback channels that inform operational and strategic decisions.Experience includes maturing CX programs, partnering closely with Operations, Product, Engineering, and Data Science/Analytics teams, and ensuring that customer feedback is captured, interpreted, and communicated in ways that help teams prioritize and improve the member experience. Brings strengths in clarifying requirements, coordinating cross-functional efforts, and aligning partners on next steps for improving customer and operational outcomes.Also serves as an internal AI champion, supporting teams in confidently and effectively utilizing AI through approachable guidance, practical use cases, and day-to-day application support. Continuing to grow in CX strategy, enterprise insights, and program leadership.
Experience
Principle Member Experience Manager
Mar 2022 — Present · Salt Lake City, UT, US
Lead CX analytics program, post-contact survey strategy, and enterprise VOC initiatives. • Own program strategy for CX analytics, including platform migration from CallMiner to Observe.AI and development of enterprise-wide VOC capabilities. • Lead cross-functional alignment across Ops, Product, Engineering, and Data Science/Analytics to improve measurement, insights, and CX tooling. • Manage the design and governance of post-contact surveys, including methodology, question strategy, and integration with Qualtrics and operational workflows. • Define the long-term CX program roadmap and establish scalable processes, documentation, and data routines to improve visibility into member friction.
Education
Southern Utah University
Associate of Science (A.S.), General Studies
2006 — 2008
Western Governors University
Master of Business Administration - MBA
Western Governors University
Bachelor of Science (B.S.), Business Management
2014 — 2018
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