Valisa Downing
Customer Experience Advisor @Priority Health
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WORK HISTORY
Customer Experience Advisor @Priority Health
Grand Rapids, MI, US
Accountable for the CX strategy and execution -Launched and manage customer centricity score to better inform strategy and growth -Launched and continue to nurture design thinking training and community of practice -Mine and share tools and frameworks that bring the voice of the customer into current processes, supporting experience design, prioritization and decision making
EDUCATION
Northwood University - DeVos Graduate School
Master of Business Administration (MBA)
Muskegon Community College
Associate of Arts and Sciences - AAS, Business Administration and Management, General
Western Michigan University - Haworth College of Business
Bachelor of Business Administration - BBA, Sales and Business Marketing
SKILLS
ABOUT VALISA DOWNING
Working over a decade in customer experience and operational strategy, I serve as the Customer Experience Advisor at Priority Health and Commerce Lead on the Women Inspiring Success and Health board. I am responsible for the customer experience strategy and execution. In this role, I nurture the design thinking center of excellence and community of practice and am an advocate for bringing the voice of the customer into cross-functional processes to enable a culture of customer centricity at Priority Health.In my previous role at Steelcase, I led the strategy and team around providing exceptional customer experience for the most complex customer opportunities, built contingency plans to mitigate risk, and implemented new service models to respond to emerging trends. I have a background in sales and marketing, having worked with the Oakland Athletics and the Grand Rapids Griffins, and bring this foundation of understanding experience as a differentiator to the work I do today.Serving in both informal and formal leadership roles, and equipped with a Master of Business Administration, I have been recognized for my ability to foster collaboration, drive sustainable change, and deliver exceptional customer experiences. My passion for customer experience and continuous improvement has been the cornerstone of my career. I am a strong advocate for work-life blend; I am a boy mom, teacher\'s wife, neighbor, volunteer, yogi, sports fan, music lover, foodie, and explorer.
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