For the past 15 years, I’ve been inside B2B companies building the programs that help leadership teams actually understand their customers — what they’re experiencing, why they stay, why they leave, and what it would take to keep more of them.
I’ve done this at companies like Mural, Coyote Logistics, and Bixal. Some of those engagements were large-scale: standing up a VoC function from scratch, designing the governance model, and building the executive reporting cadence. Some were more surgical: a journey-mapping initiative to crack a specific retention problem, and a competitive intelligence build that finally gave the sales team something they’d use. The through-line has been the same: get cross-functional teams aligned around the customer, and build something they can actually run.
Now I do this fractionally. Which means companies get the same level of thinking — CCXP-certified, senior-level, built from real implementation experience — without the full-time overhead.
How I work
I’m collaborative by nature, which means I work with your team, not above it. I’m not the consultant who flies in, runs a workshop, drops a slide deck, and disappears. I’m embedded. I care whether the thing we build actually works after I’m gone.
I’m also direct. If your current VoC program isn’t giving you actionable insights, I’ll tell you why rather than just saying it needs a few tweaks. If your journey mapping effort is struggling because you haven’t first solved an internal alignment problem, we’ll talk about that before we open Miro.
Worth saying directly: I do my best work as a senior practitioner sitting close to the top of an org, reporting straight to a VP or someone in the C-suite. While I have managed small and large teams, my goal isn’t to amass headcount or territory. It’s to facilitate better information flows among and between teams across the organization.
Most engagements start with a project — an audit, a workshop, a specific program build. That gives both of us a chance to figure out if ongoing support makes sense. No long-term commitment required upfront.
Credentials
CCXP — Certified Customer Experience Professional
The industry’s primary CX certification is earned through the Customer Experience Professionals Association. It means I’ve been tested on the full breadth of CX practice: customer insight, experience design, metrics and measurement, governance, and culture.
POPM — Product Owner / Product Manager (SAFe)
Agile product methodology certification. Relevant to how I work cross-functionally and manage CX programs inside organizations that run on agile frameworks.