This initiative sought to build a distinctive and effective B2B experience strategy and offering.

Organization: Project Management Institute

Sector: Education Tech | Certifications

Results: Collaborated along stakeholder pipeline to craft holistic B2B CX design strategy in 4 months, delivering actionable recommendations and roadmap for change to organization. Worked cross-functionally to ensure seamless execution of strategy. Synthesized insights and presented roadmap to Board of Directors, CEO, and other senior leadership, gaining recognition for clarity that had been previously missing.

Approach:  Learning with customers, Immersion with employees to share findings and recommendations, envisioning to ideate on solutions.

Responsibilities:  Design leadership, workshop facilitation, design strategy, persona and customer journey creation

Other team members included: (*indicates my direct reports)

    • Asst. Director (contractor)*
    • 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 Science
    • Client stakeholders from Forbes 2000 companies.
    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.