Susan Louis
Senior Director - Customer Experience (Product Strategy and Management) @NOV
Signup · Get unlimited contacts
WORK HISTORY
Senior Director - Customer Experience (Product Strategy and Management) @NOV
Houston, TX, US
Responsible for Customer Experience (CX) strategy and execution for NOV businesses globally2. Own the strategy and implementation of application in the CX space, that support business functions that typically interact with customers (i.e, sales, marketing, field service, customer service, digital commerce, channel partner management), to make data driven decisions and get a holistic picture of their customers3. Automating business functions like sales through the enablement of integrated CX systems4. Enabling customer self-help capabilities through solutions like eCommerce/customer portal to reduce customers’ reliance on sales reps by providing timely updates via the portal, speeding up the quotes and order requests processes5. Enabling streamlined partner relationship management and programs through the use of partner portals to manage areas like sales pipeline/forecasts, deal registrations and program benefits, improving visibility to our overall pipeline and tracking toward the achievement of our sales goals through direct and indirect channels6. Improving visibility from marketing campaigns through to leads to cash processes, tracking marketing generated leads, evaluating ROI on campaigns to be able to spend effectively and target the right customer base7. Automating product configuration processes (using CPQs) to speed up quoting and order processes without the need to use skilled and constrained engineering resources on every quote8. Managing the portfolio of projects to further the CX strategy within the company9. Managing a team of FTEs and offshore consultants to execute and drive the CX strategy forward
EDUCATION
Rajiv Gandhi Institute of Technology, Kottayam
Bachelor of Technology, Electronics and Communications Engineering
Mays Business School - Texas A&M University
Master's degree, Management Information Systems, General
Mays Business School - Texas A&M University
MS, Management Information Systems
SKILLS
ABOUT SUSAN LOUIS
A seasoned technology professional with over 17 years of experience, specializing in Customer Experience (CX) product strategy and execution at NOV. Leads global initiatives to enhance CX by integrating systems that empower business functions like sales, marketing, field service, and customer service. Focused on enabling data-driven decisions, automating workflows, and providing self-service capabilities through innovative solutions like eCommerce platforms/customer self-service portals.Known for driving impactful outcomes by automating sales processes, improving visibility across marketing-to-cash workflows, and streamlining product configuration with CPQ tools. Demonstrates expertise in product management, IT strategy, and portfolio management, ensuring alignment with business goals. Dedicated to delivering solutions that enhance customer engagement and operational efficiency globally.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.