Summary
Overview
Work History
Education
Skills
Publications
Timeline
Generic

LAURA F. NAGY

Austin,Texas

Summary

Customer Engagement Leader with 15+ years building trust-driven relationships and driving loyalty through building closed-loop listening programs that transforming customer feedback into actionable product, marketing, and operations strategies.

Overview

17
17
years of professional experience

Work History

Global Lead - customer engagement programs

Indeed
Austin, USA
07.2022 - Current
  • Built first customer community (Indeed Insiders), scaling to 215+ businesses (small - enterprise), with a 75% member approval rating
  • Completed 168+ (2024 - YTD) engagements documenting customer feedback via surveys, 1:1 interviews/focus groups, and discussion boards, resulting in product changes, user experience enhancements, and improvements in marketing messaging/external collateral
  • Lead customer advisory councils where high-level new ideas are tested with customers to ensure viability and market-fit

Program Manager

Indeed
Austin, USA
07.2018 - 07.2022
  • Designed first employee engagement strategy with survey response rates of ~72% (20% higher than industry benchmark) managing a team of 3
  • Led post survey action planning feedback process proposing global solutions to leadership, key improvements made in employee communications and career development processes
  • Managed all global survey requests from senior leadership, including pandemic experience, diversity & inclusion, and security technology initiatives, and proposed solutions

Contractor, People Data Insights

JetBlue Airways
New York, USA
06.2017 - 07.2018
  • Supported end-to-end employee engagement survey process, including traveling to airports to educate teams, resulting in a 20% increase in survey completion
  • Collected live feedback in focus groups at Boston/Orlando airports, resulting in key operational improvements

HR Manager

Reuters News Agency
New York, USA
07.2015 - 07.2016
  • Delivered annual global HR cycle for the Editorial/Commercial businesses (salary planning, performance management, talent reviews, succession planning, and investigations)
  • Led project management of two restructurings reducing 25% of the organization

HR Generalist

Sotheby's Art Auction House
New York, USA
02.2011 - 07.2015
  • Delivered annual HR cycle for the Americas Specialist Art departments with full talent management oversight
  • Managed recruitment for all entry to mid-level jobs, including leading the summer internship program
  • Developed and managed first training program for top art history college graduates
  • Led 40-person temporary workforce negotiating complex assignment schedules

Leadership Program (3 rotations in HR)

Barclays Bank
New York, USA
09.2008 - 02.2011

Education

MA - Social Organizational Psychology

Columbia University
New York, NY
05.2018

BA - Art History, German

Georgetown University
Washington, D.C.
05.2008

Skills

  • Customer community building
  • Customer feedback analysis
  • Customer relationship management
  • Product enhancement
  • Market & UX research
  • Survey administration

Publications

Articles written for HubSpot:

https://www.hubspot.com/startups/sales-and-marketing/customer-centric-culture

https://www.hubspot.com/startups/cost-of-not-listening-to-customers

Timeline

Global Lead - customer engagement programs

Indeed
07.2022 - Current

Program Manager

Indeed
07.2018 - 07.2022

Contractor, People Data Insights

JetBlue Airways
06.2017 - 07.2018

HR Manager

Reuters News Agency
07.2015 - 07.2016

HR Generalist

Sotheby's Art Auction House
02.2011 - 07.2015

Leadership Program (3 rotations in HR)

Barclays Bank
09.2008 - 02.2011

MA - Social Organizational Psychology

Columbia University

BA - Art History, German

Georgetown University

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