- Rebuilt the growth and client experience function across client engagement, business development, brand, and marketing, from a passive to a proactive and client-facing function.
- Implemented a new business development strategy and associated plans, domestically and internationally, leading to a 15% increase in business in 12 months and ranking second by market size (previously ranked fourth).
- Built a pricing framework that introduced clear pricing strategies for different markets and approaches for value-based and time-based pricing of services.
- Introduced the concept of client experience and led a CX project that delivered strategic artifacts for client segmentation (service development, pricing), journey mapping (service improvements), and an EVP.
- Sponsored and led the development and launch of a new brand strategy, visual identity, and digital presence, including the website, to reposition the firm as innovative and progressive.
- Shaped a multi-channel marketing strategy, leveraging paid search engine marketing (SEM), social media, content, and email marketing to increase inbound leads.
- Developed a new advisory service offering after identifying a client's need, building out, pitching, and delivering packaged solutions to clients.
- Delivered inaugural growth reporting to the executive team and the ownership group across domestic and international product lines, consisting of a balanced scorecard with lead and lag metrics, updates on key initiatives, and risks and issues.
Focus areas: Growth Strategy, Business Development, Customer Experience, Branding, Marketing, Digital, Sales, CX Strategy, Analytics, Automation, Customer Data, Root Cause Analysis, Customer Segmentation, Analysis, Human-centered Design (HCD), Marketing Strategy, Operating Models, Operations Improvement, Project Management, Innovation, Change Management, Process Transformation, Research, Customer Insights, Strategy, Customer Analysis, Management, Asana, Miro, Zoom, Skype for Business, Microsoft Teams, Microsoft PowerPoint, Microsoft Word, Microsoft Excel, Market Research, Market Research Analyst, Discovery, Brand Design, Brand Management, Value Proposition, Employee Stock Options, Digital Strategy, Employee Engagement, Governance, Pricing, Pricing Models, Negotiation, Writing & Editing, Customer Experience Management, User Research, Qualitative Research, Quantitative Research, Quantitative Analysis, Culture, Corporate Culture, Target Operating Models, Organizational Change Management (OCM), Visual Design, Visual Storytelling, Stakeholder Management, Stakeholder Engagement, Innovation Strategy, Innovation Management, Team Building, Modeling, Partnership Management, Customer Support, Mailchimp, Marketing Automation, Email Marketing Automation, Brand Positioning, Brand Guidelines, Business Strategy, User Experience (UX), Workshops