J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. The organization is a pioneer in the use of big data, artificial intelligence (AI), and algorithmic modeling capabilities to understand consumer behavior. Leading businesses across major industries use J.D. Power to guide their customer-facing strategies.
I had a significant set of challenges to overcome. I was chartered with spearheading the development of proprietary VOC proficiency methods and toolkit, which were to be introduced to the marketplace. I was also accountable for the development of a robust marketing program for the newest offerings at J.D. Power. In addition to bringing to life new technologies within the business, I was also responsible for developing an accompanying internal culture change program.
Recruited specifically to direct the development and implementation of a strategically important Voice of the Customer (VOC) program that was designed to transform the organization internally while also developing new market-facing products and services.
Within 18 months of launch, the new program was piloted and generated incremental revenue of over $3 million with an upward trajectory that exceeded $10 million in the following years.
Interestingly, I was contacted by the Veterans Business Administration (VBA) to provide customer service training and the opportunity to introduce our VOC model to the Veterans Affairs (VA). After doing a fast-paced assessment on the state of the veteran experience, my team and I went to Washington D.C. to meet with VBA leaders and describe our findings and recommendations. Within hours of the briefing, I was engaged to build a Voice of the Veteran program that dramatically impacts service to our veterans to this day. As a veteran myself, I couldn’t be prouder of the work my team did on this important program. An additional result of this work was the birth of a new federal government practice at J.D. Power.