Anslyn Giacomazzo
West Sacramento,CA
Summary
Customer Experience and Service Design leader with 19 years at Delta Dental across Contact Center Operations, Quality Assurance, Customer Experience (CX) service design and strategy, and Accessibility. Specializes in creating alignment across complex environments, enabling teams to work with clarity and confidence, and helping organizations shift from transactional processes to meaningful, connected experiences. Known as a connector and calm strategic voice who brings empathy and structure to change, creating conditions where employees and customers feel supported and valued. Focused on transforming customer experience through clarity, connection, and human-centered strategy.
Overview
20
20
years of professional experience
Work History
Leader, CX Service Design, Strategy & Accessibility
Delta Dental of California
01.2022 - Current
- Built and led the CX Service Design, Accessibility, and Experience Strategy capability, significantly strengthening experience maturity and cross-functional partnership.
- Created the Journey Atlas, establishing a unified experience ecosystem to reduce duplicative work, improve prioritization, and align strategic planning.
- Introduced empathy-based listening and frontline-informed decisioning practices to elevate customer and employee voice in experience design and organizational transformation.
- Developed repeatable frameworks, clear role clarity, and consistent operating rhythms that improved cross-functional alignment and accelerated delivery timelines.
- Reducing journey map deliverables from 6 months to 1-3 months
- Recognized as a trusted connector and thought partner who consistently brings clarity and confidence to complex, ambiguous environments.
Earlier Roles
Delta Dental of California
06.2006 - 01.2022
- Customer Experience Strategy & Advocacy Roles (Focus on high-touch service models and executive escalations)
- Quality Analyst (Ensuring consistency and compliance in service delivery)
- Customer Advocate & Escalations (Resolving high-priority, complex customer issues)
- Contact Center Specialist (Serving specialized accounts: Disney, SAG, Lockheed)
Impact: These foundational roles shaped a deep understanding of customer needs, operational realities, and the experience pressures faced by members, providers, and employees, providing a critical operational perspective for strategic leadership.
Education
A.A. - Communications
University of Phoenix
Phoenix, AZ10.2014
Skills
- Experience Strategy & Governance
- Service Design Leadership & Facilitation
- Cross-Functional Alignment & Silo Reduction
- Voice of Customer & Insight Activation
- Journey Mapping & Experience Ecosystems
- Accessibility & Inclusive Experience Practices
- Cultural Transformation & Team Enablement
- Conflict resolution
- Cultural Transformation & Team Enablement
- Conflict resolution
- Cultural Transformation & Team Enablement
- Conflict resolution
Recognition & Peer Endorsements
- Consistently rated Exceeds or Significantly Exceeds Expectations in performance reviews.
- A connector who aligns people and work.
- A strategic advisor who brings clarity, empathy, and structure.
- One of the most influential experience voices in the organization.
Timeline
Leader, CX Service Design, Strategy & Accessibility
Delta Dental of California
01.2022 - Current
Earlier Roles
Delta Dental of California
06.2006 - 01.2022
A.A. - Communications
University of Phoenix