CX Strategy + Operations Optimization

Service Description

Whether you’re building your CX function from the ground up or navigating the complexities of scale, I help teams create clarity, structure and systems that actually work. This engagement focuses on strengthening the foundations of your support organization — from workflows and processes to quality, training, tools and cross-functional alignment. I work closely with leaders to uncover what’s working, what’s not and where gaps in clarity or consistency are slowing the team down. Together, we design a more intentional, efficient, and scalable operating model — one that supports both your customers and the people delivering the experience. This is ideal for growing teams who need clearer direction, stronger foundations and a more connected CX ecosystem that can support long-term growth. What You Can Expect: CX Strategy + Vision Alignment: A clear, actionable CX strategy that defines your ideal member experience — complete with a vision, roadmap, journey insights, and alignment between company values and customer outcomes. Operations Optimization + Scalability: A more efficient, predictable support model through workflow redesign, contact center strategy, capacity planning and a scalable team structure that grows with your business. Team Performance + Quality Development: Stronger teams through modern training programs, QA frameworks, onboarding design, robust knowledge management and leadership enablement that elevates consistency and confidence. Human-Centered Technology Enablement: Smarter tools and frictionless workflows through CRM/CX tech stack optimization, intelligent automation (including responsible AI) and improved agent-facing systems that reduce effort and boost efficiency. Metrics, Insights and Continuous Improvement: A complete measurement system — KPIs, dashboards, VoC infrastructure and tight feedback loops — that connects customer insights to decisions, improvements and accountability. Engagement Details: • Project-based engagement tailored to your organization’s needs • Remote delivery