Keith Strasbaugh, Ph.D.
AUBURN HILLS
Summary
Senior CX & EX Researcher (Ph.D., I/O Psychology) with expertise designing enterprise-level measurement programs, leading multi-method research, and translating insights into actionable business strategy. Proven track record building CX/EX frameworks, conducting advanced statistical analyses (SEM, longitudinal, text analytics), and influencing executive decision-making across mortgage, SaaS, and healthcare industries. Known for high-velocity research production, strong theoretical grounding, and the ability to connect employee experience to customer outcomes.
Overview
5
5
years of professional experience
Work History
Senior Researcher, Team Member Experience & Customer Experience
Rocket Mortgage
03.2024 - Current
- Built and led the enterprise TMX–CX measurement program, establishing frameworks linking employee experience to service quality, NPS, retention, and training ROI.
- Designed, tested, and analyzed 12+ internal AI applications to improve TMX and CX through synthetic interactions.
- Delivered 30+ research studies and 20+ executive-level presentations (audiences 30–400+), accelerating leadership action on CX and TMX insights.
- Developed new CX “North Star” constructs and multiple surveys for mortgage origination, strengthening the organization’s CX measurement strategy.
Senior Researcher, Insights
Buildertrend
09.2023 - 11.2023
- Led an organization-wide EX research initiative: designed surveys, managed SPSS/Python analyses, and presented insights to Executive and Senior Leadership.
- Directed a longitudinal study evaluating Buildertrend University training effectiveness on CX outcomes (Effort, Emotion, Success, Expectations, Quality, CSAT).
- Co-led research linking brand loyalty to ROI metrics (retention/churn, MRR) and identified department-level improvement opportunities.
- Built and delivered insights from four open-ended text analysis models, including training manuals and team reliability sessions.
- Laid Off
Customer Experience (CX) Analyst
Buildertrend
09.2022 - 08.2023
- Served as SME for customer success training evaluation, linking training quality to customer metrics and interactions.
- Audited Buildertrend’s online training academy and recommended improvements to course materials and learning packages.
- Developed the Customer Cognitive Process Model (CCPM) to identify attitudes and perceptions predicting CSAT and loyalty.
- Created eight Tableau dashboards to identify customer segments and experience variance across NPS, CSAT, Effort, Effectiveness, and Emotion.
Senior Customer Experience Researcher
Magellan Health
04.2022 - 08.2022
- Designed three in-house healthcare CX studies, conducted statistical analyses, and presented findings to leadership and external clients.
- Developed and validated survey items across multiple industry clients and collaborated cross-functionally on analytics projects.
Customer Experience Data Analyst
Magellan Health
11.2021 - 04.2022
- Conducted SEM, regressions, correlations, t-tests, and nonparametric analyses across multiple CX projects.
- Supported validation of study and survey measures and presented monthly to senior leadership.
Customer Experience Intern
Magellan Health
02.2021 - 11.2021
- Assisted in research studies, analytics, and methodology development; organized literature reviews and participated in client consultations.
- Trained on handling sensitive data and federal compliance standards.
Education
Ph.D. - Industrial/Organizational Psychology
University of Oklahoma
05-2022
M.S. - Industrial/Organizational Psychology
University of Oklahoma
05-2019
B.A. - Psychology
University of Oklahoma
05-2016
Skills
- Journey measurement; TMX–CX linkage modeling; survey design; NPS/CSAT/Effort frameworks; program development
- Experimental design; longitudinal studies; SEM; regressions; nonparametric tests; text analytics; theoretical model development
- SPSS; Python; Tableau; Qualtrics; LIWC
- Executive communication; stakeholder alignment; insights storytelling; cross-functional collaboration; research strategy
- Advanced data analysis
- Quantitative research
- Qualitative research
- Statistical modeling
- Literature review
- Research methodology
Affiliations
Customer Experience Professionals Organization (CXPA)
Timeline
Senior Researcher, Team Member Experience & Customer Experience
Rocket Mortgage
03.2024 - Current
Senior Researcher, Insights
Buildertrend
09.2023 - 11.2023
Customer Experience (CX) Analyst
Buildertrend
09.2022 - 08.2023
Senior Customer Experience Researcher
Magellan Health
04.2022 - 08.2022
Customer Experience Data Analyst
Magellan Health
11.2021 - 04.2022
Customer Experience Intern
Magellan Health
02.2021 - 11.2021
M.S. - Industrial/Organizational Psychology
University of Oklahoma
B.A. - Psychology
University of Oklahoma
Ph.D. - Industrial/Organizational Psychology
University of Oklahoma