Valerie E.
Transformational CX Senior Leader | Customer Centric Vision & Execution | Digital First Strategy | Quantitative & Qualitative Data Analysis | VoC & NPS Champion | Team Builder |
- Role
- Vice President Customer Experience at WM
- Location
- Altoona, IA, US
- LinkedIn followers
- 500 followers
About Valerie E.
Passionate customer experience champion. Proven ability to identify, evaluate, and implement strategic initiatives and streamline workflows that delight customers to meet and exceed key performance indicators. Skilled at implementing customer experience measurements and robust CX programs that put insights into action, to drive transformational improvements that reduce customer effort and increase CLV.|Professional Strengths & Expertise: CX/EX | Strategic Leadership | Process Improvement | Change Management | Digital First Innovation | Data-Driven Storytelling | Agile Methodology | Quantitative & Qualitative Data Driven Insights | Growth Mindset | Problem Solver | Team Builder | Mentor | Public Speaker
Experience
Vice President Customer Experience
Dec 2019 — Present · Houston, TX, US
As the Vice President Customer Experience, I lead a team of over 1700 remote customer experience team members across 19 locations in North America. This includes establishing and driving an inspirational vision, setting clear objectives, goals and processes including: metrics, governance, culture, CX design and journey mapping. Utilizing voice of the customer feedback to drive continuous improvement, putting insights into action to provide a world class customer journey across the organization resulting in improved customer lifetime value, is a key responsibility in this role.
Education
Westmar College
Bachelors
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