Hannah Reich
Denver,USA
Summary
Customer experience and lifecycle leader with 10+ years of experience driving retention, satisfaction, and scalable growth across global, experience-driven products. Proven track record owning end-to-end customer journeys, improving NPS and conversion, and leading cross-functional teams across Sales, Product, Operations, and Finance. Known for building structured processes, aligning stakeholders, and translating customer insights into measurable business outcomes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Director, Product & Customer Experience
Education First – Study Abroad, Faculty-led Programming
01.2023 - 10.2025
- Own end-to-end customer lifecycle performance across global program portfolio, with a accountability for retention, satisfaction (NPS), and growth
- Drove 150% growth in priority product lines by refining product strategy, standardizing program development, and enabling sales with clear, scalable offerings
- Evaluated customer feedback, pricing performance, and market data to implement improvements that increased NPS and conversion rates
- Built and led cross-functional operating rhythms (planning cycles, prioritization forums, leadership check-ins) to drive alignment and execution
- Partnered with senior leadership to translate strategic priorities into decision frameworks and resource trade-offs across Sales, Ops, Finance, and Tech
- Led teams through multiple organizational shifts, fostering clarity, accountability, professional development, and psychological safety during periods of change
Associate Director, Product & Customer Experience
Education First – Study Abroad, Customized Faculty-led Programming
08.2022 - 01.2023
- Led team responsible for designing and delivering custom programs, owning execution from sale through delivery and ensuring high-quality customer experiences
- Reduced pricing turnaround time by 50% by redesigning pricing workflows in partnership with the VP of Finance, improving speed to sale and customer responsiveness
- Built pricing and ROI models to guide investment decisions and align product offerings with customer demand and profitable goals
- Developed scalable workflows that clarified ownership and improved coordination across Sales, Operations, and Production
- Trained Sales to accurately represent custom programs, improving confidence and customer understanding
Manager, Product & Customer Experience
Education First – Educational Tours, Customer Experience Team
08.2018 - 08.2022
- Managed portfolio of 65 tours (~35% of total volume) focused on maintenance, innovation, and sales support
- Increased NPS by 7% by partnering with Operations to redesign experiences based on customer feedback
- Monitored tour volume to ensure sustainable growth, executing strategies that shifted 5% of volume away from peak season in Year 1
- Acted as primary bridge between Sales and Operations, improving alignment and ensuring customer expectations matched delivery
- Led cross-functional initiatives across Finance, Marketing, and Engineering to address system gaps and equip Sales with tools to sell more effectively
- Identified growth opportunities through analysis of customer behavior, product performance, and market trends
Sales & Sales Enablement
Education First – Educational Tours, Sales Insights & Innovation Team
06.2015 - 08.2018
- Managed relationships for 120 educators as primary account contact, achieving a 95% customer satisfaction score through consistent excellent service
- Drove 50% of total team sales, contributing to a 41% increase in average group size for new business, significantly expanding client reach and revenue
- One of four leaders from 200+ Sales staff to build a new innovation-focused team aimed at transforming client engagement and business growth
- Trained 250 entry- and senior-level employees customer engagement strategies, sales acumen, and product knowledge
- Executive Leadership & Organizational Impact
- Designed and facilitated leadership workshops and strategic sessions for global teams
- Represented the organization in external forums, conferences, and partner engagements
- Staffed programs to strengthen relationships, promote renewal, and offer on-the-ground support
Education
Bachelor of Science - Public Health & Tropical Medicine, Psychology
Tulane University
New Orleans, LA05-2014
Bachelor of Science -
University of Sydney
Sydney, Australia01-2013
Skills
- Salesforce, Microsoft Office, Asana, Jira, Google Suite
- Process Improvement, Product Definition, Customer Lifecycle, Program & Portfolio Management, Data-Driven Decision Making, Cross-Functional Collaboration, Stakeholder Alignment, Staff Development & People Management, Team Building,
Certification
- Generative AI with Microsoft
- Google AI Essentials Specialization
- EF’s Global Manager Training Program
- PADI Certified Open Water Scuba Diver
- Certified Travel Advisor - Fora Travel, Inc. (IATA-Accredited Agency) 2023
Languages
Language I: English, Native
Language II: Spanish, Conversational
Interests
Caribbean upbringing and global travel, Outdoor pursuits: hiking, skiing, camping, Sustainability and regenerative tourism, Photography
Timeline
Director, Product & Customer Experience
Education First – Study Abroad, Faculty-led Programming
01.2023 - 10.2025
Associate Director, Product & Customer Experience
Education First – Study Abroad, Customized Faculty-led Programming
08.2022 - 01.2023
Manager, Product & Customer Experience
Education First – Educational Tours, Customer Experience Team
08.2018 - 08.2022
Sales & Sales Enablement
Education First – Educational Tours, Sales Insights & Innovation Team
06.2015 - 08.2018
Bachelor of Science - Public Health & Tropical Medicine, Psychology
Tulane University
Bachelor of Science -
University of Sydney