Samuel Jones

About Samuel Jones

An innovative, diverse business thought-leader who offers a proven track record of success developing and executing customer experience(CX), digital user experience(UX), and voice of customer(VoC) strategies that create a positive top-line impact to the business. I promote cross-functional collaboration on a global scale to support and facilitate quantitative revenue growth and qualitative enhancements to the overall customer experience. I excel in recruiting, training, developing, and mentoring my team members toward earning promotions while achieving positive business outcomes. I believe in ideation and innovation over following the latest trends or the market or industry. Self-disruption by way of innovation prevents market disruption by way of becoming an obsolete brand with your customers.Core Strengths: Strategic Design and RoadmapsVOC and CX Program ManagementTrainingProduct ManagementCampaign Development and MeasurementExperiential MarketingBusiness Intelligence Customer SuccessRevenue Growth and Business DevelopmentTeam LeadershipPublic SpeakerProcess Improvement and InnovationContract NegotiationsVendor ManagementQuality Assurance Loyalty & Retention Measurement and KPI Goal SettingComposition of Business RequirementsMentoringSaaS Technology ImplementationsSELECT CAREER HIGHLIGHTS:• Spearheaded implementation of a conversational AI Chabot across 33 US Consumer partners’ sites, including various journeys, flows, and customer pain points. Initiative led to cost saving due to increased end-user digital self-servicing, while decreasing live agent expenses.• Hired at Freeman Company as company was building and launching its Customer Experience department, assuming positions of leadership within the group to formalize and implement client-focused strategies and policies that resulted in improvements to customer satisfaction and revenue generation.• Led research, selection, and implementation of a feedback technology solution in the US, Europe, India, and Asia-Pacific regions to improve gathering of market intelligence and analytics; also launched training programs for this solution as well as a global Voice of the Customer program.• Implemented and measured the success of marketing campaigns for Murphy USA, including Wal-Mart’s three cent off promotion, Dr. Pepper’s buy one / get one offer, and Philip Morris’ 3 for 5 campaign.Technical Skills: EFM Platforms (Qualtrics, InMoment, SurveyMonkey, SMG) and MS Office Suite, Jira, Confluence, Service Now.

Experience

1. VP, Digital Servicing Agile Release Product Manager

   Synchrony

   Feb 2022 — Present · Dallas-Fort Worth, TX, US

   Manage, develop, drive Digital (Payments) Servicing roadmap and vision• Manage and prioritize Digital backlog while coordinating with other Scaled Agile Teams• Lead Agile Program Increments to align teams on prioritized work• Collaborate with Analytics partners to apply measurement and monitoring to prioritized work• Ensure business ROI on prioritized work based on forecasts• Lead strategic discussions with cross-channel/functional Agile Release Trains to ensure commitment on dependencies for prioritized works

Education

• Southern Arkansas University

  Bachelor of Arts - BA, Mass Communications and Print Journalism

  2004 — 2009

• Southeastern Oklahoma State University

  Master of Business Administration - MBA, Strategic Organizational Communication

Skills

• Process Improvement
• Management
• Team Building
• Powerpoint
• Microsoft Excel
• Sales Management
• Outlook
• Profit
• P&L Management
• Operations Management
• Microsoft Word
• Team Leadership
• Time Management
• Forecasting
• Hiring
• Retail Sales
• Performance Management
• Employee Training
• Process Scheduler
• Leadership
• Account Management
• P&L
• Communication
• Analysis
• Multi-Unit
• Pos
• Driving Results
• Income Statement
• Merchandising
• Training
• Customer Satisfaction
• Store Management
• Loss Prevention
• Budgets
• Marketing Strategy
• Customer Insight
• Customer Experience
• Customer Retention
• Store Operations
• Customer Service