Tina Selwyn
CX | Product | Program Management
- Role
- Customer Experience Product Management Consultant at The Good Life Consulting
- Location
- San Diego, CA, US
- LinkedIn followers
- 500 followers
About Tina Selwyn
I have a lifelong passion to make it easy for internal and external customers to…
Experience
Customer Experience Product Management Consultant
Jun 2015 — Present · San Diego, CA, US
Corporate Clients: American Express, Bank of New York, VCA Animal Hospitals, Albertsons Companies, Citi, U.S. Bank, Bernstein Private Wealth and Musical Theater International.Partnered with clients to develop experiences, products, processes and insights that drove measurable results. Highlights below- Built a Client Experience program across 20 offices with a robust framework, culture campaign and measurement plan; implemented 10+ quick wins to improve key omni-channel client touchpoints- Conducted a holistic assessment that identified that an existing cross-sell strategy was disruptive to onboarding new customers and was driving a decrease in JD Power competitive ranking. Led a 2-day session with 40+ stakeholders and delivered to the client a compelling cross-sell strategy with optimal touchpoints that would decrease customer frustration and increase take-up rates- Leveraged best-in-class CX/UX design principles, data analysis, customer research and competitive insights to decrease the number of application fields by 33%; delivered to the client a $15 million increase in annual revenue- Developed a Mystery Shopper program to track customer experiences across 5 countries and 10+ competitors; identified high-impact improvements to the client’s digital experiences, such as meaningful personalization, to enhance competitive advantage and improve customer engagement from Day 1- Led a team of campaign managers (as a maternity coverage) who were responsible for execution and tracking of hundreds of campaigns and events across 6 lines of business- Program managed an award-winning brand refresh program across 5 workstreams and 300+ deliverables, exceeding all internal and external historical KPIs- Partnered with a large retailer to develop Data Products that would accelerate digital transformation and drive increased bottom-line revenue,$20M+ high margin revenue identified and strategy executed.
Education
General Assembly
UX Certification, User Experience Design
2013 — 2013
University of North Texas
Bachelors of Business Administration, Economics
Skills
- Marketing
- Business Planning
- Organizational Reengineering
- Project Management
- Finance
- Customer Experience
- Customer Engagement
- Digital Marketing
- Business Transformation
- Marketing Strategy
- Analytics
- Strategy
- Management
- Credit Cards
- Change Management
- Strategic Partnerships
- Strategic Planning
- Business Strategy
- Business Development
- Financial Services
- Competitive Analysis
- Business Analysis
- Leadership
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