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Director of Customer Experience
I'm a Customer Experience leader with 12+ years of progressive experience building VoC programs, CX infrastructure, and insight-to-action systems that move the needle at scale. My career has spanned global retail at Urban Outfitters — where I drove a 12+ point NPS improvement across 200+ locations and led an enterprise Qualtrics migration that increased VoC adoption by 60%+ — and live events and sports entertainment at Legends Global, where I served as CX Strategy Lead advising C-suite stakeholders across 100+ venues worldwide.
My work sits at the intersection of strategy and execution. I'm equally comfortable designing a multi-year CX roadmap and doing the hands-on implementation work that makes programs actually land. Increasingly, I bring AI into that work — using tools like ChatGPT and Copilot to surface themes across large-scale qualitative feedback and translate them into targeted action faster than was previously possible.
I'm currently pursuing the CCXP to formalize and validate expertise I've been building throughout my career, and to connect with a community of practitioners who take this discipline as seriously as I do. I'm particularly interested in connecting with others working at the intersection of VoC strategy, AI-assisted insights, and omnichannel CX transformation.
