Jodi Petersen

Accountable for the development and execution of the Humana Mentoring Program including strategy development and execution, creation of tools and development of resources, consultation, and support to create positive mentoring experiences to support our associate’s Grow Career journey.

• Created Mentoring Program Strategy
• Designed, developed, and deployed enterprise mentoring program to 52K+ associates driving higher retention, promotion and engagement outcomes.
• Designed and developed DEI Peer Mentoring Circle Program to foster equitable workplace by cultivating safe environments that allows for open discussion, sharing personal experiences and learning from peers who have encountered unique challenges of underrepresented populations served.
• Created business case for and implemented MentorcliQ software for mentoring.
• Consulted with key leaders to develop specialized mentoring and sponsorship experiences including Emerging Diverse Talent, Talent Ready Pipeline, and CEO Mentorship Experience.

Accountable for the development and execution of the Unified Search Strategy across the enterprise segments leveraging the Coveo AI tool.

• Deployed Coveo to over 10K internal users and 1.8M+ members.
• Conceptualized and deployed enhanced product features and optimized implementation for use in content and knowledge management strategies.
• Partnered with Knowledge Management Team to develop approach to create better content leveraging workflow tools and Salesforce to deliver more accurate and reliable answers to our members across channels.
• Established criteria for each milestone within product roadmap as means to measure developmental progress.
• Developed product documentation to communicate and align key components of upcoming features and products to internal teams.
• Partnered with Knowledge Management Team to develop approach to create better content leveraging workflow tools and other technologies to deliver more accurate and reliable answers to our members across channels.
• Established criteria for each milestone within product roadmap as means to measure developmental progress
• Liaised with clients to develop deep understanding of business needs and current market landscape
• Set goals, formalized policies and enforced operational standards to maximize team performance and keep project on-task to achieve targets

Accountable for the development and execution of the Service Solution Innovation Strategy.

• Created and managed strategy for market analysis of competitive advantage technologies and emerging desktop technologies to advance customer experience.
• Developed and implemented Test and Learn and pilot environment, deploying bi-weekly minor releases and quarterly major releases.
• Developed Transformational Leadership and Adoption framework leveraging gamification to create leaders adept at moving associates from transactional to relational, improving adoption of Salesforce Technology by 70%.
• Developed Communication & Engagement Strategy for a consistent, personalized approach to managing communications to 3 operational segments and associates 20K associates.
• Implemented Listen/Engage/Act Insight to action program to analyze, prioritize and act on Stakeholder and customer feedback. Completed 4 major enhancements to tool.
• Developed Operational Balanced Scorecard to create balanced management approach to operational call center metrics and Customer Relationship Metrics.
• Planned, developed, and implemented CRM Service HQ Site built on SharePoint Platform.

Accountale for the strategic planning, development, and implementation of technical and process solutions to improve internal and client business processes.

• Created Mission, Vision, Strategic Priorities, and 3-year plan for Information Technology for Client Accounts.
• Created Customer Loyalty and Gift with Purchase program leveraging social media outlets and custom websites. Consult with internal sales and external client partners on data-driven marketing strategies.
• Worked with clients and prospective clients to understand business problems and provide solutions leveraging people, processes, and technology.
• Developed mobile app strategy to support client in-store merchandisers and sales personnel to create process efficiencies and capture data relevant to store, merchandise, marketing materials, and competitive landscape.
• Implemented Information Security Program including policy and process development, internal training and awareness program, and client consultation on secure data transfer and retention best practices.
• Implemented Data Warehouse incorporating data from multiple operational systems and developed Business Intelligence project to define company, department, and client KPI’s, identify relevant metrics, and deliver reports and dashboards to support metrics.

Accountable for identifying, quantifying, and implementing service improvement opportunities. Oversee corporate Service Improvement Program.

• Created structure for current Service Improvement Process which analyzed multiple data sources including Voice of Customer, NPS, Consumer Research, Industry Research, Quality, and Call Center Metrics to identify and quantify service improvement opportunities.
• Created data analyst role training program.
• Acted as consultant and analyst on improvement project which after global implementation would save $5.5M by increasing First Call Resolution and VOC scores.
• Strategic consultant on Channel Integration, Self-Service, Contact Elimination, and Customer Experience Projects.
• Reviewed processes, identifying areas that required improvement
• Created process simulations to test operational outcomes without inducing service disruptions

Accountable for working with existing and prospective clients to create strategic business processes and develop CRM technical solutions to support world-class customer care centers.

• Led team to define new client marketing and support campaigns (leveraging CRM Technology) and provided data and analytics services to align to client corporate business initiatives.
• Worked with companies such as Sara Lee, Sony Pictures, Disney, Pacific Sunwear, Energizer, and Schick to design, test, and implement customer service segmentation strategies for market brand differentiation and to meet business outcomes.
• Developed and led Quarterly Business Review process with clients.
• Worked with team to design and implement new CRM built on PeopleSoft CRM platform for Marketing & Lead Generation, Business to Business Sales, and Customer Care market segments.
• Led 8 successful new Customer Care client/program implementations in 2006-2007 which were delivered on client-determined implementation dates and within 10% of estimated labor hours.
• Improved client project financial performance from 30% outside of estimated budget to within 10% of estimated budget.