Suzanne Kraus

About Suzanne Kraus

I’m a customer experience leader focused on turning feedback into business impact. At Nordstrom, I lead a high-performing team driving the strategy, systems, and insights behind how we measure and improve customer experience across journeys.From piloting GenAI text analytics to building out our enterprise-wide CX measurement platform, I’ve helped evolve our program from fragmented surveys into a decision-enabling system that powers engagement, loyalty, and growth.I’m especially drawn to work at the intersection of insight and action—connecting sentiment to KPIs, empowering teams to act, and ensuring customers feel heard at every touchpoint.My background spans retail, telecom, and aerospace, and I thrive in fast-paced, collaborative environments where strategy, analytics, and storytelling come together to drive change.

Experience

1. Customer Experience Insights & Measurement

   Nordstrom

   Aug 2022 — Present · Denver, CO, US

   Lead Nordstrom’s CX Measurement program—designing strategy, systems, and feedback mechanisms to understand and improve key customer journeys across Stores, Digital, Fulfillment, Care, and Credit.Core Leadership AreasProgram Transformation: Drove enterprise shift from fragmented CX tools (ForeSee, Verint) to an integrated, journey-based system using Medallia and GenAI. Laid the foundation for unified feedback, KPI alignment, and self-serve insights.Measurement Strategy: Evolved beyond CSAT and NPS by bringing relevant behavioral + operational data to size harm/prevalence on future trips and enabling leaders with better KPIs to detect their journey issues/performance.AI-Powered Text Analytics: Led GenAI-based verbatim analysis and modeling to surface sentiment drivers at scale, integrating Care chats, Product Reviews, and Store feedback into actionable insights.Insight Activation: Developed dashboards and alerts used by 1,800+ Nordstrom employees. Partnered across Ops, Product, and Marketing to ensure CX signals inform business decisions and drive frontline action.CX Reporting & Storytelling: Built custom reporting for executives and business leaders (CCO, Digital, Store Experience, Supply Chain), aligning measurement with strategic outcomes like trips, engagement, and customer happiness.

Education

• Regis University

  BS, Business Administration, Marketing

  1992 — 1995

Skills

• Online Marketing
• Strategic Planning
• B2b
• Direct Marketing
• Demand Generation
• Strategic Partnerships
• Integrated Marketing
• Multi-Channel Marketing
• Strategy
• Marketing Management
• Email Marketing
• Salesforce.com
• SEO
• Lead Generation
• Customer Acquisition
• Business-to-Business (B2b)
• Advertising
• Cross-Functional Team Leadership
• Marketing Strategy
• Marketing Communications
• Media Planning
• Sales Operations
• Customer Retention
• Direct Mail
• Direct Mail Campaigns
• B2b Marketing
• Competitive Analysis
• Customer Experience
• Management
• Creative Direction
• Product Marketing
• Marketing
• Segmentation
• Customer Relationship Management (Crm)
• Online Advertising
• Lead Nurturing
• Crm