Greater Chicago Area
Strategic global leader with 20+ years of diverse and progressive experience in Strategy Development, Program Management, Digital Transformation, Customer and Employee Technology & Experience, Process Improvement, Data Analysis, Supply Chain, Contact Centers, GBS and Shared Services. Digital Transformation: Partner with business and technology teams and utilize industry best practices and Agile Methodology to implement, improve and transform execution on ServiceNow, Salesforce, SAP and Adobe platforms from planning to benefit realization. Cross-functional Program Management: Use industry leading project/program management methodology and establish governance to lead PMO, steering committee and platform delivery teams and own and manage implementation of cross-functional, strategic technology projects. Communication Skills / Executive Presentations: Collaborate with Executive Leadership to develop presentations for Board of Directors to provide updates on major strategic and operations programs. Operations/ Process/ Performance Improvement: Implement cross-functional operational performance improvement initiatives to identify and improve key experience indicators based on desired outcome. Strategy Development and Roadmap: Build financial models and develop data driven strategy plans aligned with company vision and growth objectives. Process Mining: Conduct process mining and automation utilizing Celonis software. Customer Experience: Utilize Design Thinking, Voice of Customer surveys and Customer Journey Mapping to identify customer pain points and execute enhancements to processes and systems. Data Analysis: Conduct quantitative and qualitative research to identify market trends in servicing target audience and improving customer loyalty; to draw insights for business and operationalize. Supply Chain Management and S&OP: Lead projects in streamlining supply chain, operations, and warehousing. Drive customer value by aligning S&OP decisions to customer experience metrics. TECHNICAL SKILLS Software Platforms: Salesforce, ServiceNow, SAP, Adobe Marketo, Medallia, HubSpot, Rally, Azure DevOps Data Analytics: Tableau, Google Analytics, SAS, SPSS, Minitab, Celonis, Advanced Excel, SQL, Oracle Customer Care & Billing (CC&B), Oracle MDM (Meter Data Management), ArcGIS Pro Certifications: Customer Experience (CCXP), Lean Six Sigma Green Belt, Production and Inventory Management (APICS CPIM), SAFe Agile Product Owner (SAFe POPM), PMP (Project Management)
- Strategic Analysis and Modeling - Strategic Planning - Financial Analysis - Data Analytics - Plexos software modeling - Python and SQL - Advanced Excel - Completed Exelon Analytics Engineer program through Exelon Analytics Academy: Python, SQL, ArcGIS Pro, AI, Machine Learning
- Lead digital transformation, alignment and integration of systems and processes across all subsidiary companies, driving the One Exelon corporate-wide strategic initiative, enhancing customer and employee experience, achieving cost savings, and ensuring regulatory compliance. - Change Management Lead for the transition of Oracle Cloud CC&B and MDM system governance from development to production support, developing and executing a comprehensive Change Management Plan, leveraging PROSCI methodology. - Strategized the system and process enhancement request intake process by designing and implementing a workflow utilizing Microsoft Azure DevOps for efficient user story management and project tracking.
- Program Management of cross-functional transformation initiatives - Leading the CX Discipline - Software implementation project manager - ServiceNow product owner and prioritize and manage enhancements - Celonis process mining and intelligent automation - Employee Experience - Shared services / Global Business Services - Driving CX Analytics & Insights - Improving Processes and Systems - Journey Mapping - Driving NPS - Supply Chain Management
Transformational Customer Experience leader overseeing the entire global customer experience program for Molex. - Set up and lead the Customer Experience Program at Molex globally, across divisions and functions - Lead technology projects involving website improvements, SAP and Salesforce - Lead Voice of Customer/ Customer Insights Program: Launch and conduct regular customer survey programs, create key customer personas and customer journey maps to identify Moments of Truth and Pain Points - Set CX Strategy: Leverage Voice of Customer inputs to identify key CX metrics, drive CX in critical areas with Transformation Initiatives - Coordinate and Evangelize CX efforts across the Enterprise and Industry - Lead Customer Experience improvement and transformation initiatives - Align Customer Experience to Brand Promise - Supply Chain Management
Own and execute development, delivery, and management of cross-functional, cross-business strategic solutions; objective analysis and decision support on key strategic and technology projects. - Call Center Strategy Development/ Project Management: Lead projects developing and implementing call center process, technology and customer experience enhancement strategies - New Service Introduction - Strategic Planning - Customer Experience Enhancement - Strategic Value Proposition - Supply Chain Management
Direct report to SVP of Sales and part of Strategy Team; dotted-line reporting to Head of Strategy Americas. - Growth Strategy Development - Go-to-market strategy - Sales Strategy - Key Account Growth Strategy - Distribution Strategy - Strategic and Financial Planning - Operations and Supply Chain - Data Analytics - Project Management -Technology implementation