Sri Sankar

About Sri Sankar

Customer experience leader with over 20 years of expertise across technology, insurance, and financial services industries. Skilled in executing customer-centric strategies that drive satisfaction, loyalty, and business growth. I have a proven track record of building customer experience programs from the ground up and leading large-scale change management initiatives that deliver measurable improvements in both business and customer outcomes.I excel in leveraging data-driven decision-making, using customer feedback and insights to fuel continuous improvement and inform innovation. I firmly believe that customer experience is a core competitive advantage and will position organizations for sustainable success in an increasingly competitive and complex landscape.I am always seeking opportunities to learn and grow both professionally and personally. In my personal time, I enjoy listening to audiobooks, learning a new language, and spending quality time with family.

Experience

1. Vice President, Enterprise Customer Experience

   Nationwide

   Oct 2020 — Present · Boston, MA, US

   Transforming customer experience for 8+ profit centers or business units by developing strategic roadmaps, harnessing data for actionable insights, and fostering customer-centric innovation. Passionate about aligning organizational goals with customer needs to drive measurable impact and elevate customer satisfaction across the enterprise. Key responsibilities include:Customer Strategy & Roadmap: Developing and executing a customer strategy and roadmap that aligns with business objectives, advancing customer-centricity and experience excellence across the enterprise.Data & Insights: Curating and mastering a 360-degree view of customer and partner data to enhance decision-making, improve operational efficiency, and enable self-service across business units.Voice of the Customer Program: Leading an enterprise-wide Voice of the Customer program that combines solicited feedback (surveys, competitive benchmarking) and unsolicited insights (phone, chat, email, social media) to shape customer-led innovation and ensure continuous improvement.Experience Performance & Reporting: Designing, measuring, and reporting on customer experience performance, delivering insights via enterprise-wide scorecards and the State of the Customer report to enhance transparency and accountability.Customer Journey Analysis & Transformation: Analyzing end-to-end customer journeys to identify and implement improvements, ensuring future-state experiences that meet evolving customer needs.Journey Management Advancement: Providing tools, insights, and subject matter expertise to support journey mapping and visualization, advancing the practice of customer journey management across business units.Enterprise Customer Engagement Council: Leading a council of senior experience leaders to drive horizontal transformation, fostering collaboration across business units to enhance the overall customer experience.

Education

• Columbia Business School

  M.B.A

  2011 — 2013

• Clemson University

  M.S, Mechanical Engineering

Skills

• Xml
• Quality Assurance
• Project Planning
• Software Development
• Testing
• Product Development
• Product Lifecycle Management
• Leadership
• C++
• Program Management
• Software Quality Assurance
• Finite Element Analysis