Susan M.
Head of Customer Listening @QGenda
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WORK HISTORY
Head of Customer Listening @QGenda
QGenda is the leading innovator in provider operations, delivering solutions to more than organizations in over 45 medical specialties. As Head of Customer Listening, I lead our CX VOC programs and initiatives. I am responsible for designing, implementing, and managing program strategy, design, and advanced analytics for the programs, as well as using data-driven insights and storytelling practices to inspire the organization to listen and act on feedback. Partnering with Marketing and Product, I strategize to provide candidates for references and advocacy, case study development, expansion opportunities, and competitive differentiation.
EDUCATION
University of Phoenix
Bachelor of Science in Business, Business Administration and Management, General
The Art Institutes
Associate of Arts - AA, Digital Design
SKILLS
ABOUT SUSAN M.
I work at the intersection of customer experience, strategy, and human decision-making.Throughout my career, I’ve helped organizations make sense of complex input: customer feedback, employee signals, competing priorities - and turn it into clear direction. I spend most of my time helping people and teams clarify complex decisions.I’m particularly drawn to moments where things feel messy or stuck: when the data is there, the talent is there, but clarity is missing.My work focuses on listening deeply, asking better questions, and helping teams and leaders identify what actually matters next, not just what’s loudest or most urgent.I believe great strategy is human-centered, practical, and grounded in how decisions really get made.
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