University of Michigan - Stephen M. Ross School of Business

Penn State University

Head of Customer Experience, Strategy, and Analytics at The Home Depot

Building a strategic insights and analytics function to enable real-time NPS driven operations and strategy, and create an online analytics function to provide a competitive advantage in ecommerce for Private Equity owned retailer with national expansion plans.

Bob's Discount Furniture

VP Insights and Analytics

Report to Chief Customer Officer. Establish agile capability to identify, value, and solve unmet customer needs across entire $132B enterprise. Cross functional role working with teams from CI, UX, IX, Store Operations, Audit, and Logistics. Continue to lead CI organization (CX, Customer Strategy, Customer Insights Analytics, Loyalty and Pro Analytics) to develop category and enterprise strategies, guide and support strategic decisions, and enable better business management
• Identified ~$1B in incremental opportunities by addressing interconnected customer pain-points through development of repeatable, ongoing customer feedback program incorporating open ended feedback, transactional and contact center data, social listening and AI/ML based analysis

The Home Depot

Head of CX Special Projects and CI

Report to Chief Customer Officer. Lead Customer Strategy, Customer Experience, and Online and Customer Analytics teams (65+ members) to drive improved company performance through democratization of access to data, increased insight quality and quantity, and prescriptive recommendations to partners throughout the company
•	Initiated shift to proactive ML based predictive analytics and insights for Online Analytics team to identify and drive business decisions (e.g. promotions and discounting, pricing, delivery, assortment, etc…) 
•	Conceived and developed unified customer experience platform to improve business unit management, increase automated customer care activities, and grow sales by enabling apples-to-apples comparison with diagnostic metrics across all customer touchpoints deepening understanding of customer journey and experience opportunities
•	Rapidly transitioned CI and OA teams focus to provide timely analysis of emerging COVID customer behavior and needs, to enable business to pivot in real time to grow sales and customer acquisition

Senior Director Customer Experience, Strategy, and Analytics

Reported to Chief Customer Officer. Led Customer Strategy, Customer Analytics, and Customer Experience teams (20+ members) to develop category and enterprise strategies, advance customer needs, guide and support strategic decisions, and enable better business management
•	Developed new single visual identity, brand architecture and go-to-market strategy for ~$45B Home Depot Pro business to align and incorporate multiple legacy brands resulting in streamlined customer experience and increased cross channel engagement
•	Transformed analytics team operating model to create net-new ability to address high-impact, non-scalable projects addressing $350M opportunity in first project
•	Catalyzed deeper enterprise integration planning in ecommerce and digital experience design by using design thinking principles to define desired future state of integrated on- and off-line experiences for consumers

Director Customer Strategy and Intelligence

Reported to Sr. Director CI.  Built and scaled Customer Strategy team (5 members) to develop strategies that advanced business imperatives using custom research and other tools while delivering on operating metrics to ensure wide range of business categories supported
•	Improved team performance on operational metrics by 150% over 3 years, consistently exceeding operational goals
•	Increased team capacity by 5x without additional headcount or budget through streamlined project processes, improved vendor management, and new tool development enabling expansion of work into enterprise strategic areas
•	Lifted customer satisfaction scored by 290bps on key metric through creation of signage best practices to inform store sign package update and overall visual/signage strategy for a clearer, more purposeful visual layout 
•	Raised flooring department comps by 13% and stole share from key competitor in test stores by creating flooring strategy focused on targeted in-store showroom improvements to better display product and address customer pain points 
•	Defined company KVI pricing strategy in coordination with pricing team, by identifying Pro KVIs, KVCs and preferred pricing strategy, leading to new pricing program targeting increased value perception within EDLP structure

Director Customer Strategy

Internal entrepreneur tasked to create, develop, and launch new insurance focused business line
•	Created totally new online insurance platform in 3 months by working across multiple divisions and organization levels to ensure strategic alignment and rapid product development
•	Exceeded revenue targets by 100% in year 1, through net-new acquisition, retention, and population management solutions for insurance companies
•	Built internal capacity to address $5M opportunity in year 1

Healthgrades

Head of Payer Strategies

Delivered brand planning, media strategy, client engagement and marketing innovations for 10+ large pharmaceutical clients
•	Grew business with top 5 global pharma brand by 200% in 2 years to become largest client for the division, accounting for ~15% of total revenue
•	Designed consumer marketing plan that increased script adherence by ~20% in target population for hypothyroidism treatment

Associate Director, Strategic Development

•	Identified cost savings opportunities and developed action plans within multiple functions to support strategy implementation for government services contractor

Bain & Company

Case Team Leader

•	Developed corporate strategy for Fortune 500 defense contractor including keep/divest decisions for all BUs and M&A growth strategy to enable long-term value creation
•	Created Investor Relations strategy for Fortune 500 OEM resulting in increased percentage of long term investors and greater share price stability
•	Developed IT department operating model of Fortune 50 retailer to promote improved project management, clearer lines of oversight and higher application quality
•	Redesigned international metals company procurement to reduce equipment costs and usage, and streamline decision making; resulted in ~15% savings in targeted areas

Consultant

•	Developed and presented proposal to Chairman of USFA for profitability analysis and strategic assessment of national tournaments, leading to engagement as consultant.
•	Designed and executed project scope, analytics, and schedule; hired and managed analyst; collaborated with Executive Director; leading to recommendations for fundamental reorganization of tournament strategy presented to Board of Directors and national office.
•	Restructuring national level tournaments based on project recommendations projecting 20% increase in annual profits.
•	Retained as a consultant to assist with implementation and strategy for '09/'10 season.

US Fencing

•	Managed company P&L, budget, and organization while operating on cashflow only basis; Ensured profitability within the first two months of company existence
•	Analyzed options to select strategy for sustained company growth; led to new strategy focused on turn-key content management solutions for post-secondary education market
•	Restructured company resources to focus on new product launch and sustainable growth, resulting in new strategic focus for the company and 98% of revenues.

Performance Education

Director of Operations

•	Organized current events club to allow students to develop better understanding of national and international affairs.

Collegiate School

History Teacher

•	Designed and implemented new curricula for history at middle and high school levels to increase academic rigor and provide more college preparatory based approach. Led to higher placement in honors classes than previous system.

Brendan Baby