Sheila Catenza
- Role
- Senior Director, Voice of the Customer (Voc) Program at TIAA
- Location
- Boston, MA, US
- LinkedIn followers
- 500 followers
About Sheila Catenza
CX and Analytics Executive with deep expertise in product management, customer insights…
Experience
Senior Director, Voice of the Customer (Voc) Program
Aug 2018 — Present
Leads team that provides analytics, consumer insights, and business intelligence to optimize omni- channel customer experience, mitigate risk, and drive efficiency. Consumer Insights & Analytics: Manages program strategy and maintains a portfolio of customer experience insights and analytics that provide an end-to-end view of customer experience by segment and channel. Champions an enterprise effort to leverage data and customer research to test assumptions, identify opportunities, and identify new ways to exceed customer expectations. CX Metrics: Actively manage and communicate the results of key performance indicators, Net Promoter Score (NPS), Customer Effort Score (CES), to executive leadership and business stakeholders. CX Strategy: Collaborating on a strategic initiative to elevate the service experience focused on call center, digital channels and operation support teams. currently designing the associate experience through ongoing journey mapping, interviews, surveys, and data analytics. Digital Innovation: Actively engaged in the Innovation Lab developing concepts, building prototypes, and running Agile experiments.
Education
University of Denver
Master's degree
Northeastern University
B.A., English
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