Expert Details
Customer Experience of Digital Transformation, Digital Strategy, eCommerce
ID: 736515
Pennsylvania, USA
Expert is a digital vision and strategy executive who translates consumer (CX) and employee experiences (EX) into interactive award-winning, accessible and scalable multi-channel strategy. Industry experience includes but is not limited to eCommerce, retail, consumer packaged goods, enterprise and sports industries.
A collaborative leader with deep expertise in digital transformation and change culture across virtual, physical and visual touchpoints, he oversees enterprise-wide, cross-functional teams to orchestrate brand and user experiences (CX & EX) synonymous with overall business strategy.
EXECUTIVE SUMMARY
BUSINESS STRATEGY & INNOVATION
• Customer Conversion & Insights. Define and drive Company-wide, customer-centric initiatives in marketing, eCommerce, customer loyalty, the omnichannel business, strategy and innovation
• Innovation Productivity. Implement innovation on a large scale by facilitating experience assessments and creating programming and processes including tailored, in-house digital ideation, design and development, Dicks, Accenture, & Amazon
• Cross-functional Leadership. Collaborate with cross-functional, senior leadership teams (i.e. CEO, CMO, CPO, CHRO & COO) to create consistent communications across CX and EX. Align with company and product brand and values
• Digital Strategy & Transformation. Completed technological transformation(s) implementing design thinking, LEAN experimentation and startup practices, processes and methodologies across the enterprise; recognized by Wall Street Journal and winner of 2019 IQPC ROI of Human Centered Design
• Storytelling. Streamline complex brand and product histories into comprehensible, compelling stories aimed to attract target customer and talent base(s)
• Relationship Management. Procure and manage Fortune 500 business accounts and development activities for newly created business unit focused on functional design transformation initiatives (i.e. SAP Fiori, Salesforce Lightning)
CUSTOMER EXPERIENCE | EXTERNAL EXPERIENCE
• Customer Service & Engagement. Increase revenue by creating superior and consistent service, eCommerce and interactive experiences for customers (e.g. consumers, vendors, visitors and sports fans)
• Customer Satisfaction & Retention. Exceed customer expectations and build required software and hardware from ideation to design and in-house implementation
• Product Development. Develop innovative, customer-centric and global digital products and services for international businesses across multiple platforms (mobile, web, AI and physical/digital experiences, digital business strategies & multi-channel marketing communications
• Customer Data & Insights. Optimize consumer profiles (i.e. empathy & loyalty) and the Voice of the Customer (VoC) to reinvent brands and drive deliberate, disciplined design and delivery of customer experiences
EMPLOYEE EXPERIENCE | INTERNAL EXPERIENCE
• People & Culture. Build engaging, innovative and collaborative cultures to enhance EX and drive organizational growth, customer loyalty and enhance CX
• Product/Design Thinking. Lead cross-functional teams, from strategy through execution, in the development of effective user experience (UX)/CX across financial services, retail, media, sports and CPG
• Diversity & Inclusion. Advocate for diversity of thought by recruiting, hiring and mentoring culturally, ethnically and educationally diverse talent
Education
| Year | Degree | Subject | Institution |
|---|---|---|---|
| Year: 2001 | Degree: BS | Subject: Computer Science, Psychology | Institution: Cal Poly San Luis Obispo |
Work History
| Years | Employer | Title | Department |
|---|---|---|---|
| Years: 2020 to Present | Employer: Undisclosed | Title: Founder | Department: |
Responsibilities:Founded company to support B2B and B2C businesses in various industries providing expertise, knowledge and counsel regarding user engagement, user experience and customer retention.• Developed a D2C, B2B Influencer Brand Management offering returning average market-beating results of 6X and 40X engagement growth • Performed Customer Opportunity Diagnostic for PE-backed IT Security VAR ($2B) to deliver ABM acquisition, customer-centric messaging and automated tools to efficiently reduce customer acquisition costs and increase loyalty |
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| Years | Employer | Title | Department |
| Years: 2018 to 2020 | Employer: Dicks Sporting Goods | Title: Chief Experience Officer | Department: Technology |
Responsibilities:C-Suite representative for digital design including design thinking and CX and EX that influence brand perception and impact business performance. Oversaw a team of 52 practitioners across 41 product lines.• Crafted go-to-market playbook and market share growth strategies to support long-term business plans and support revenue growth targets • Devised digital strategy for product and service launches comprised of cross-platform marketing approaches (e.g. web, mobile & social media) • Achieved NPS increase of 213bps across consumer, associate and employee touchpoints, exemplifying more enjoyable, functional CX and EX • Increased organizational headcount by 10X over 10 months by recruiting new talent and aligning existing employees to the business and digital growth strategy • Analyzed and interpreted customer-brand interactions and VoC to compose actionable recommendations, roadmaps, and campaigns • Accountable for design operations and budgets for 31+ in house and external product teams working on digital product transformation initiatives • Delivered design systems to reduce front-end development efforts and costs by 40% |
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| Years | Employer | Title | Department |
| Years: 2016 to 2018 | Employer: Accenture | Title: Managing Director: Digital Transformation Experiences | Department: |
Responsibilities:Senior leader charged with capitalizing design and design thinking to support organizational objectives. Mythology created to increase sales, positively impact customers, tackle customer problems and establish enterprise design services. Managed 300+ employees across the matrix organization.• Executed design thinking workshops to identify and unlock higher margins with 80+ Fortune 500 clients worldwide in the CPG, finance, pharmaceutical, industrial/construction and retail industries • Owned and led an organization of 300+ functional designers globally to meet the scalable needs of portfolio companies • Developed and led performance-based business transformation including lean implementation, go-to-market analytics, KPIs and timely course correction • Inspired collective collaboration with key clients across internal and external functional organizations • Composed branding programs to generate consistent, effective messaging and content across retail and online stores, websites, social media platforms and other consumer contact points • Established and maintained positive relationships with clients by initiating relations, understanding needs and translating vision to experience via clear communication, planning and problem solving • Collaborated with clients to develop talent, processes and tools that shift discovery, design and delivery of technology-engagement solutions (i.e. cloud migration and digital transformation) • Avoided long-term, resource draining ROI investments by developing inter-departmental culture and incentives that validate product and service standards in 20% of the time |
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| Years | Employer | Title | Department |
| Years: 2012 to 2016 | Employer: SAP Inc | Title: Vice President - Strategic Experiences | Department: |
Responsibilities:Led the conceptualization, brand development, design and marketing campaign for new category product -- UX as a service (http://BUILD.ME) resulting in winning an IXDA. Directed 124 employees spanning 6 countries.• Designed and maintained Fiori 2.0, an SAP design language, resulting in modernization of user experiences by simplifying tasks, redesigning operations and supply chain processes and information exchange -- Awarded 2015 RedDot Award • Recreated the Ariba user experience department and product development process while growing the team 11X globally • Designed visitor experiences for events (i.e. Super Bowl 50, San Jose Sharks, SAP Tech Conference) including all interactive experiences for internal users, employees and external users, fans and attendees |
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| Years | Employer | Title | Department |
| Years: 2012 to 2012 | Employer: Intuit (EIG) | Title: Head of Small Business Experiences | Department: |
Responsibilities:Led a product team of 22 employees for small businesses digital marketing and eCommerce. Successful exit via PE acquisition• Introduced a new suite of tools, achieving 1300 basis point improvements for website, eCommerce and marketing applications, resulting in a 40% YOY conversion |
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| Years | Employer | Title | Department |
| Years: 2010 to 2012 | Employer: Amazon.com, Inc. | Title: Head of Merchant Experience | Department: |
Responsibilities:Tasked with developing a digital programming experience to address customer pain points, producing revenue to fund improvements while maintaining development schedule. Oversaw a team of 24 in User Research, UX/UI Design and content development.• Grew revenues 2X+ (from $10B to $24B) in 24 months by building and managing a team of 16 (UX designers, usability researchers, business analysts & web developers) serving 2.1M customer base • Boosted user satisfaction by +1200bps and traffic +120% by generating and executing business intelligence and reporting platforms. Received Amazon Innovation Award • Introduced Customer Nudge Program offering usability research, unleashing $560M in incremental revenues in 12 months • Directed the testing software procurement processes leading to an increase in CX usability studies from 6 to 38 annually |
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| Years | Employer | Title | Department |
| Years: 2008 to 2010 | Employer: Eastman Kodak | Title: Head of Digital Experience Transformation | Department: |
Responsibilities:• Deciphered and deployed improvements to web and desktop experience. Results included +42% NPS improvement, 15% increase in LTV and 17% reduction in user-website abandonment. Managed a team of 18 UX designers• Created the Company social media strategy featured in The Lean Startup by Eric Reis |
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| Years | Employer | Title | Department |
| Years: 2007 to 2008 | Employer: Yahoo! | Title: Principal | Department: |
Responsibilities:Championed the (re)creation of Marketplace & Merchants experience for the Company’s shift from CPM to CPC and category expansion from 150 to 1700 value-add offerings in 12 months |
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Career Accomplishments
| Professional Appointments |
|---|
| Speaker “Lean Startup” by Eric Reis, Work Featured - Chapter 10: Eastman Kodak Design Thinking Can Save Lives, Speaker Let Your Customers Grow Your Business: Crowdsourcing and Blockchain, Speaker The Evolution of Designers and What’s Next, Speaker How Design Thinking Can Unlock the True Power of Big Data, Speaker Design Thinking, Service Offering Creator & Champion – Accenture Collaborative Design Curriculum, Creator – University of Notre Dame The Value of Design Thinking, Speaker The Future of Wearables, Speaker Teacher: Brand & Product Development: Robert Morris University Digital Transformation: MIT, Univ of Utah Design Thinking: Notre Dame |
| Awards / Recognition |
|---|
| Customer Management Practice: ROI for transformation RedDot Award: Design Concept IXDA Peoples Choice Award UXaward: Peoples Choice |
| Publications and Patents Summary |
|---|
| PATENTS: Obtained patents in E-commerce, Internet of Things (IOT), UX and Machine Learning - Visual Data Rule Builder - International Retail Loans Ecommerce - Virtual Good Credits - International Commerce Warehouse Mgt - Property Comparison Tool System - RFID Data-center/Warehouse Mgt Automated Mapping |