Theresa S.
Start Listening | Always Question | Look from all Angles
- Role
- Principal Cx Strategist at Cricket Wireless
- Location
- Atlanta, GA, US
- LinkedIn followers
- 500 followers
About Theresa S.
Turning Customer Signals into Product & Business Decisions I help…
Experience
Principal Cx Strategist
Mar 2022 — Present
As Principal Customer Experience Strategist at Cricket Wireless, I lead enterprise-wide initiatives that transform how customers engage with our brand across digital and retail channels. I specialize in aligning cross-functional teams—product, brand, sales, and care—around a unified, customer-first vision.My work has driven measurable improvements in customer journey clarity, stakeholder engagement, and content activation. I’ve led the development of strategic journey maps that simplify complex systems and identify key friction points, helping teams deliver more intuitive, emotionally resonant experiences.I’m passionate about mentoring, inclusive outreach, and continuous learning, with a focus on AI training and leadership development. I thrive on translating insights into action and helping teams visualize, measure, and improve customer interactions that matter.*Customer journey mapping for critical products and experiences including closing the digital divide with Affordable Connectivity Program (ACP) and end to end Cricket journey absorbing tribal knowledge to create opportunities that are needed and valued*Identifying process improvements through mapping for product launches, key promotions/engagement sweepstakes, or enhancements.*Mapping and creating user stories for pain points for payments and connected systems*Taking explicit feedback and prioritizing journey maps to be created*Primary mixed-methods research for strategic programs to quantify retention, plan portfolio optimization, or upgrade potential*Supporting beta and usability testing with products to improve the experience*Responsible for building a strong collaborative culture across the organization that aligns on action items that contribute to experience*Contributing to the advocacy of the in-store and authorized retailer experience
Education
University of Baltimore
BS
Webster University
MS
The Johns Hopkins University - Carey Business School
MSA
Skills
- Analytics
- Strategy
- Business Strategy
- Program Management
- Shopper Marketing
- Leadership
- Advertising
- Consumer Behavior
- Marketing
- Product Management
- Product Development
- B2b Marketing
- Integrated Marketing
- Market Research
- Marketing Research
- Brand Equity
- Consumer Products
- Competitive Analysis
- Customer Experience
- Start-Ups
- Management
- Customer Insight
- Sales
- Strategic Planning
- Segmentation
- Marketing Strategy
- Consumer Behaviour
- B2b2c
- Consumer Insights
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