This initiative established and create a fact base of existing and new customer insights to prioritize audiences and journeys for growth.
Organization: Project Management Institute
Sector: Education Tech | Certifications
Results: In just 8 months, I successfully reduced internal confusion regarding our core customer base. I initiated and implemented a comprehensive program to manage customer audiences and journeys. Under my guidance, we established a global, reliable source of information about customers, their key journeys, opportunities with business and revenue impact as well as future-state experience design strategies.
Approach: Initiated and implemented a comprehensive program to manage customer audiences and journeys. Under my lead, established a global, reliable source of information about customers, their key journeys, opportunities with business and revenue impact as well as future-state experience design strategies. The integrated vision included considerations for continual data and insight updates, personalization, product strategy and marketing strategy.
Responsibilities: Workshop facilitation, design strategy, persona and customer journey creation, CX research, procure tooling (TheyDo, Figma), create and lead governance, roadmaps, planning, execution.
Other team members: (*indicates my direct reports)
- Senior CX Designer*
- Senior Service Designer*
- CX Designers*
- VP, Customer Experience
- Stakeholders on global governance team that included: Strategy, Marketing, Brand, Digital, Market Research, Data Sciences
PMI empowers people to make ideas a reality. Through global advocacy, networking, collaboration, research, and education, PMI prepares organizations and individuals at every stage of their career journey to work smarter so they can drive success in a world of change.
