PwC

How might Disney Imagineering thinking help solve big problems? Accelerate growth? Help understand people? Some of the tactical ways I'm leading teams and driving outcomes: - Moving transactions from phone calls to mobile and web channels, measuring the savings in operational and maintenance costs, while increasing customer satisfaction. - Improving the experience design of customer and employee-facing screens to maximize tracked metrics, increasing task completion and reducing errors. - Streamlining operations processes and design, for the field, for call centers, for the back office, by understanding people, designing from their perspective and creating solutions that they will embrace. - Create an enjoyable way of working, often 100% virtual, involving innovative business architecture workshops, engaging solution confirmation sessions and real-time prototyping and validation. - Expert with all aspects of digital products - conceptualizing, designing, launching, fixing and optimizing existing platforms. - Providing C-level guidance on how to stay ahead of disruption and inventing the mindsets that will allow teams to excel in unpredictable, fast-moving, and value-charged situations. Act as the Experience, CX and/or EX Lead on large-scale, complex technical programs: Salesforce Customer 360 (Marketing, Sales, Service, Platform, Einstein AI, Analytics, Energy & Utilities Cloud), Field Service Lightning / Click, SAP Customer Experience, S/4 and CRM, Maximo Asset Management & Mobile EAM, SEW Smart Customer Mobile and Smart Mobile Workforce, Critigen Lemur.

Chief Commercial Officer of PwC's Advisory Commercial Tech & Innovation group. Responsible for commercial success of firm's large-scale technology innovation practice.