Summary
Overview
Work History
Education
Skills
Certification
Management Philosophy
Timeline
Generic

Kelli Johnson

Charlotte,NC

Summary

A results-driven fortune 500 company executive with 20+ years of experience. Possess a client-centric mind-set and commitment to identifying opportunities to continually improve the client experience. Innovative, vision-oriented, and highly motivated executive, offering broad-based experience; complemented with proven track record of success in a highly competitive marketplace. Expert at establishing long-term and constructive relationships with key partners, stakeholders, and professionals to drive action. Proven ability to plan, organize, prioritize, and execute multiple initiatives concurrently in a fast-paced environment to deliver outstanding results.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Vice President Client Experience Strategy

LPL Financial
11.2002 - Current
  • Lead the Client Success, Innovation & Delivery team for a B2B Fortune 500 Company. Team is inclusive of survey design & implementation, analytics & insights, closed loop, and CX champions teams. Since taking on leadership of these teams in 2019, we have created an industry-leading customer experience resulting in a 200% increase in our NPS score.
  • Created and launched the Experience Forum where C-Suite leadership gathers monthly to evaluate client feedback data to identify areas of improvement and prioritize resources accordingly, resulting in the development of a firm-wide roadmap for continuous enhancement of the customer experience.
  • Champion data-driven decision-making by utilizing analytics to identify trends and develop targeted action plans for improvement. Our primary focus is on delivering technology software as a service & service support that exceeds client expectations. Our SaaS and Service transactional driver satisfaction scores have increased over 34% in the last four years.
  • Expanded transactional listening posts to span the entire lifecycle of the client. Growing our human and digital transactional listening posts from just two to over 30. We focus on delivering a differentiated experience to all segments of our bushiness and diverse personas.
  • Reduced churn rate down to less than 2% by identifying at-risk clients early in their lifecycle, implementing targeted interventions to re-engage them effectively.
  • Conduct in-depth competitive research to identifying key trends that inform our business strategy, which has aided in becoming in the nation's leading independent broker-dealer, managing more than $1.1 trillion in client assets.
  • Transformed how we operate with Medallia technology, from a professional-services-dependent organization to a self-service organization. All development and programming of the Medallia technology is done in-house, which reduces dependency on a third-party, increases speed to market and agility.+
  • Developed the CX Champions program where members of the CX team partner cross-functionally with all business leaders to implement, and track key performance indicators (KPIs).
  • Developed the Total Success Measurement framework to define customer heath by combining CX metrics, subscription and services data, behavioral data, and financial data.

Vice President – Corporate Strategy & Innovation

LPL Financial
01.2017 - 01.2019
  • Spearheaded the development of new product lines, driving revenue growth and market expansion.
  • Developed comprehensive business cases for proposed innovations, ensuring alignment with long-term strategic objectives.
  • Led the development of a suite of virtual services to enable clients to improve efficiency and drive revenue of their practices. In addition to creating a more successful practice for our clients, this is one of the largest revenue drivers for the firm.
  • Identified emerging trends and technologies, positioning the company as an industry leader in innovative solutions.
  • Led multidisciplinary teams to develop cutting-edge products, fostering a collaborative work environment.
  • Enhanced innovation strategies by implementing cross-functional collaboration and ideation sessions. Championed a culture of continuous improvement by establishing innovation workshops and training programs. Implemented agile methodologies in project management, increasing efficiency and adaptability within the innovation team.
  • Implemented the first quantitative and qualitative feedback loops on new products and services, along with the integration to future product iterations.
  • Reduced time-to-market for new products with streamlined processes and efficient project management techniques.
  • Increased customer satisfaction scores by incorporating user feedback into product design improvements.
  • Collaborated with marketing teams to develop successful launch campaigns for innovative products.
  • Negotiated contracts with external vendors and suppliers to secure resources necessary for successful project completion.

AVP - Corporate Project Management

LPL Financial
01.2013 - 01.2017
  • Provided hands-on leadership to numerous multi-million dollar technology build and integration projects.
  • Led large national, multi-site teams (100+ resources) comprised of the Technology, Operations, Service, Communications, Marketing, Governance Risk, Compliance, and Legal teams.
  • Streamlined project management processes by implementing agile methodologies, resulting in improved efficiency and reduced costs.
  • Established effective communication channels with stakeholders to ensure transparency and alignment of expectations.
  • Developed comprehensive project plans, identifying risks and mitigation strategies for timely completion. Mentored junior project managers and team members to enhance their skills and career growth.
  • Delivered high-quality results by fostering a culture of accountability among team members and setting clear performance expectations.
  • Negotiated contracts with vendors and suppliers, securing favorable terms for the organization''s benefit.
  • Nurtured strong working relationships with internal and external stakeholders, building trust and credibility that facilitated smooth collaboration on shared goals.

AVP - Chief of Staff

LPL Financial
01.2011 - 01.2013
  • Developed and executed strategic initiatives for improved company growth and long-term success.
  • Pinpointed and addressed core issues within business processes, while evaluating risk factors and making critical business decisions.
  • Enhanced team productivity by streamlining communication channels and implementing efficient project management tools.
  • Demonstrated outstanding collaboration across organization and managed many tasks.

Senior Manager - Data Analytics

LPL Financial
01.2008 - 01.2011
  • Led the development of the award-winning Program Growth Model, which was a technology that automated the identification of opportunities for executive leadership to improve business.
  • Developed custom algorithms to optimize data mining, increasing the effectiveness of analytical insights.
  • Collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions.
  • Provided actionable insights through comprehensive reports and dashboards, supporting strategic initiatives.
  • Improved decision-making processes with accurate data analysis and visualization techniques.

Relationship Manager

LPL Financial
01.2005 - 01.2008
  • Traveled the country to deliver consultation to maximize revenue growth and product diversification to bank executives and financial consultants.
  • Identified new business opportunities through analysis, contributing to significant increased revenue growth for my territory. National territory covered over 30 banks, and 300+ executives and financial advisors.
  • Strengthened client relationships by actively listening to their needs and providing tailored solutions.
  • Implemented effective communication strategies to maintain ongoing dialogue with clients, fostering long-term partnerships.

Sales & Marketing Coordinator

LPL Financial
01.2005 - 01.2008

Organizational Development Associate

Rack Room Shoes Inc.
01.2002 - 01.2003

Education

Bachelor of Science - Organizational Development

University of Minnesota - Twin Cities
Minneapolis, MN
2002

Skills

  • Client-centric mindset
  • Client retention strategist
  • Data-driven decision-maker
  • High Performance Talent Developer
  • Technical aptitude
  • Innovator
  • Results-driven

Certification

Member of Bain Loyalty Program

Speaker at CX Conferences

Medallia Admin Certification

Developer of Award-Winning Technology

Series 7 – Registered General Securities Representative License

Project Management Professional (PMP) Certification

Management Philosophy

Champion a culture focused on delivering exceptional service, fostering employee alignment and dedication towards meeting clients' expectations.


Strive to be a Servant leader who prioritizes the growth, well-being, and empowerment of employees.  Create and foster an inclusive environment that enables everyone on the team to thrive as their authentic self.

Timeline

Vice President – Corporate Strategy & Innovation

LPL Financial
01.2017 - 01.2019

AVP - Corporate Project Management

LPL Financial
01.2013 - 01.2017

AVP - Chief of Staff

LPL Financial
01.2011 - 01.2013

Senior Manager - Data Analytics

LPL Financial
01.2008 - 01.2011

Relationship Manager

LPL Financial
01.2005 - 01.2008

Sales & Marketing Coordinator

LPL Financial
01.2005 - 01.2008

Vice President Client Experience Strategy

LPL Financial
11.2002 - Current

Organizational Development Associate

Rack Room Shoes Inc.
01.2002 - 01.2003

Bachelor of Science - Organizational Development

University of Minnesota - Twin Cities

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Kelli Johnson