Susan Strong

About Susan Strong

A leading Customer Experience (CX), Omni Channel and Sales Strategy professional with extensive experience in the financial services industry and a degree from the University of Colorado. Expertise includes (CX), Omni Channel Marketing programs and high performing sales cultures. Other specialties include gathering Voice of the Customer (VOC) feedback and driving marketing campaigns that improve customer satisfaction and retention across multiple channels. Colleagues have said that I excel at creating and leading a consultative sales environment. One of my greatest accomplishments are that I designed and implemented an entire customer-focused, sales strategy from scratch that is still in place today. After that, my company won the J.D. Power award for highest in customer satisfaction 3 years in a row.[See attached case study example.] I also chaired a bank-wide service committee for the President and CEO and helped increase customer advocacy and profitability for over 30 support departments. Created and implemented a best in class on-boarding strategy. Contact me if you need help creating or leading a customer driven sales culture, Omni Channel Marketing, or designing and implementing CRM systems. I love to participate in the strategic planning process, to design and deliver customer-centric visions, to lead, shape and affect organization change that results in growing the business. Key Skills: Omni Channel ~ Multi-Channel ~ Net Promoter Scores NPS ~ Gathering Voice of the Customer VOC ~ Measuring the Customer Experience CX ~ Sales Strategy ~ Customer Relationship Management CRM ~ Increasing Customer Advocacy, Loyalty and Satisfaction ~ Developing Meaningful Surveys ~ Implementing Omni-Channel Marketing Strategies Specialties:> Driving customer focused strategies and improving customer advocacy, revenue and retention by identifying key CSAT drivers.> Evangelizing and implementing customer experience disciplines across an organization and multi-channels.> Integrating CRM technology with high impact sales behaviors and activities.

Experience

1. SVP Omni Channel Program and Strategy Manager

   First Hawaiian Bank

   Oct 2017 — Present · US

   Leading a highly talented team charged with presenting the right offer to the right customer at the right time through the right channel. Driving the strategy and implementation of a new operating model designed to transform sales productivity, maximize channel usage through the use of new technology and customer analytics. Implemented a new Campaign Management Engine to increase revenue by creating data-driven, customer-focused, always-on campaigns that are highly targeted to specific customer segments.

Education

• University of Colorado Boulder

  Bachelor of Science