As a Customer Experience (CX) professional, I love to tackle problems that only a combination of insightful data, original thinking, and a deep understanding of human nature can solve. In a world where almost anything can be copied, I believe in my core that memorable experiences are the only way organizations can differentiate and win in the long run.
I currently serve as Director of CX Strategy at UKG- an HR, payroll, and workforce management technology company that leads with its Customer Experience. In my role, I am responsible for designing and executing innovative CX initiatives that improve the lives of our customers and help them be successful in their own careers.
After starting my career in the hospitality industry in my native England, I transitioned into Customer Experience roles in the travel industry and became a respected voice on VOC program management, CX Strategy and Experience Design. Before joining UKG, I led various VOC and CX streams for the Hertz Corporation and was a key part of the team that earned Hertz’ only JD Power Customer Satisfaction wins in the past 20 years, in 2019 and 2020.
As a Certified Customer Experience Professional (CCXP), I am an active and energetic presence in the CX community with numerous appearances on CX podcasts, webinars, and guest speaker engagements. Reach out if you want to talk about CX trends, career development and mentorship, or the state of the England cricket team.