Lori Wolfe
Bridgeport,NY
Summary
With extensive experience in insights, analytics, customer experience, primary and secondary market research (both client and supplier), qualitative and quantitative research, and market and competitive intelligence, and the ability to deliver powerful presentations, insightful visualizations, and well-written, high-impact reports. Expertise lies in results-oriented program creation and implementation, survey design, hiring responsibility and supervision, vendor management, and leveraging technology to provide enhanced solutions. I have a proven history of industry expertise in telecommunications, consumer packaged goods, high tech (software, hardware, cloud production, disaster recovery, data centers), SaaS, publishing, payments, and financial services. As a skilled storyteller fluent in both B2B and B2C environments, I bring a unique perspective to every project.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Head of Customer Insights and Analytics
OSG
11.2020 - 09.2024
- Owned CX program, focusing on insights derived from NPS (utilizing Qualtrics and text analytics), automated and integrated with Salesforce.com, closing the loop with customers to enhance loyalty
- Owned customer satisfaction program, go-live program, and transactional NPS/customer effort program
- Created churn analysis program – Qualtrics/text analytics integrated with Salesforce.com
- Implemented competitive intelligence program utilizing technology integrated with Salesforce.com, identifying outliers, producing competitor profiles, competitive strategy recommendations
- Implemented win/loss program with findings integrated into sales enablement
- Regular communication with C-suite to determine KPIs (Key Performance Indicators)
- Introduced segmentation to refine messaging to customers
Global Director, Market Intelligence
Sungard Availability Services
05.2015 - 09.2020
- Owned CX (Customer Experience) program focused on placing the customer first through insights derived from NPS (Net Promoter Score) and VOC (Voice of the Customer)
- Implemented win/loss analysis program to help company understand drivers behind purchase activity and to uncover and address potential competitive vulnerabilities
- Created churn analysis program to identify at-risk segments and fine-tune retention focus
- Led segmentation initiative to create personas for customers (and prospects) to enable more targeted messaging
- Brought location intelligence in-house and created interactive geographic analytics solutions that provided market sizing and addressable market forecasts and enable the company to become nimbler geographically
- Implemented CLV (customer lifetime value) to differentiate high-profit customers and enable better targeting of upsell
Manager, Competitive Intelligence
Time Warner Cable (now Charter Spectrum)
11.2009 - 05.2015
- Revamped Net Promoter Score (NPS) program to go beyond trending company’s score to benchmarking vs. competitors
- Competitors and to improve customer experience
- Established competitive intelligence program to help competitively position the company during a period of rapid technical changes, with a host of diverse emerging competitive threats
- Maintained ongoing dialogues with sales, marketing, and operations key internal stakeholders to ensure insights help drive revenue and evolve as needed
- Developed comprehensive reports to monitor competitive disconnects which contained actionable intelligence and recommendations to help drive retention and acquisition strategies
- Partnered with executive management to deliver virtual war room solutions that pulled in many different data points housed on an interactive mapping solution to drive acquisition and retention efforts at localized levels
- Expanded interactive mapping solutions to redline at-risk customers nationwide, focus on staffing needs at stores, and target customer acquisition opportunities, as well as illustrating future areas of focus
- Created interactive mapping solution that clearly illustrates impact of competitors such as Google Fiber and enabled company to anticipate competitor growth geographically
- Introduced strategic segments into reporting to enable targeted focus on areas of opportunity
- As power user of business intelligence tools, became key partner with technology group to fine-tune customized business intelligence solutions (Cognos and MicroStrategy)
Sr. Manager Competitive/Market Intelligence
Intermec Technologies
01.2009 - 12.2009
- Established intelligence program where none had previously existed (alerts, competitor profiles, industry snapshots, financial analysis, modeling, win/loss analysis)
- Implemented competitive intelligence portal to gather intelligence in one central location and deliver timely updates to feed into overall strategy
- Investigated new markets for growth potential and recommended go-to-market strategy and positioning
VP Competitive Intelligence – Consumer Lending
JPMorgan Chase
07.2006 - 01.2009
- Sole source of competitive intelligence for four lines of business: mortgage, home equity, auto finance, student loans
- Took over leadership of corporate-wide intelligence/research networking group (55 people) focused on benchmarking and best practices, gaining visibility from senior management and providing cohesive value-add message for results across lines of business
- Looked beyond traditional competitors to identify outliers with potential impact, providing recommendations to preempt competitive threats
- Worked with senior management team on exploring strategic initiatives in new market and was key partner throughout product development and go-to-market strategy
- Featured speaker at various corporate marketing and strategy meetings
- Worked with IT to develop intranet repository for CI to expand self-service functionality
- Provided competitor profiles, including SWOT analysis and its implications for Chase
Strategic Market Research Consultant
NMI
08.2005 - 06.2006
- Managed projects through entire life cycle: situation analysis, category analysis, qualitative research, concept development, quantitative research, business viability, and strategic market planning
- Author of one-third of annual Health and Wellness Trends Report
- Deliverables included segmentation studies, concept screening, competitive profiling, category analysis
- Established a strategic acquisition model for use with clients
- Helped to land Bayer Consumer Healthcare Division account and served as lead on Bayer competitive intelligence projects
- Project lead for Smucker Quality Beverages, Unilever, and Cargill
- Trained colleagues on competitive profiling and category analysis
- Used syndicated data (AC Nielsen, IRI, SPINS, IMS)
Director of Market Research
Merion Publications, Inc.
03.2003 - 07.2005
- Managed a market research department of 18 people (reorganized, created new job descriptions, and rolled out career ladder to encourage employee growth and retention)
- Implemented consistent market research methodology and trained analysts on how to conduct and report actionable intelligence, with a heavy focus on competitor profiling
- Implemented leads management system (working closely with IT department), including tracking and reporting that enabled fine-tuning of leads, better resource allocation
- Provided key management tools to sales: sales forecasting and pipeline analysis
- Worked closely with sales management and – through timely competitive intelligence and improved leads program – helped grow revenue by 12% year-over-year
- Architect of revamped reader survey program, streamlining surveys to meet sales needs and delivering superior response rates (response rates doubled year-over-year)
- Part of a team of 11 directors who ran and managed day-to-day activities of 500-employee company
Competitive Intelligence Manager
SPL WorldGroup
06.2002 - 01.2003
- Established competitive intelligence program (none previously existed)
- Implemented customer satisfaction program to enable the company to shift to a more customer-centric focus
- Created win/loss program to pinpoint strengths and weaknesses in sales cycles
- Conducted “blind” studies of competitors’ customers and provided analysis to marketing and sales in an effort to improve positioning
- Tracked competitor developments, provided analysis, and delivered a news and alert service
- Worked with IT to develop a secure user-friendly competitive intelligence portal that housed all relevant and timely data, and rolled out the system globally
Manager, Win/Loss Analysis North America
SAP America
09.1997 - 11.2001
- Revamped sales analysis program during first six months of tenure, increasing response rate from 50% to 93% (and maintaining high response rate for 4 years)
- Maintained strong vendor relations via constant communications and quarterly visits to educate interviewers, which resulted in improved data quality
- Polished public speaking skills through dozens of presentations to audiences of all sizes (including CEO and CEO’s direct reports) throughout North America and Germany
- Used insights gained to recommend modifications to sales process and sales training, marketing, advertising, customer communications, demos, and product development
- Trained, mentored, and supervised analysts who in turn brought innovations to the program
- Program was published as best practice in Upgrading the Sales Organization: Practices for Addressing Sales Force Skill Gaps and recommended by the Sales Executive Council of the Corporate Executive Board
- Named SAP Top Marketing Performer for 1999 (trip to Hawaii)
Education
Graduate Courses - Marketing Analytics
Pennsylvania State University
University Park, PABA - English Communications
Gwynedd Mercy College
Gwynedd Valley, PASkills
- Microsoft Office Applications
- Qualtrics XM survey platform
- XLSTAT statistical software
- Text analytics
- Machine learning
- Cognos
- MicroStrategy
- Mapping/GIS (MapInfo)
- Tableau
- Think-cell
- Salesforcecom
- Syndicated data
- Primary research
- Secondary research
- Qualitative research
- Quantitative research
Websites
Certification
- Customer Experience Management (by Medallia)
- Analytics Intelligence Certificate (by Finance Analytics Institute)
Affiliations
- Strategic Consortium of Intelligence Professionals (SCIP), 2002, Featured speaker at annual conference in 2022
- Customer Experience Professionals Association (CXPA), 2019
Timeline
Head of Customer Insights and Analytics
OSG
11.2020 - 09.2024
Global Director, Market Intelligence
Sungard Availability Services
05.2015 - 09.2020
Manager, Competitive Intelligence
Time Warner Cable (now Charter Spectrum)
11.2009 - 05.2015
Sr. Manager Competitive/Market Intelligence
Intermec Technologies
01.2009 - 12.2009
VP Competitive Intelligence – Consumer Lending
JPMorgan Chase
07.2006 - 01.2009
Strategic Market Research Consultant
NMI
08.2005 - 06.2006
Director of Market Research
Merion Publications, Inc.
03.2003 - 07.2005
Competitive Intelligence Manager
SPL WorldGroup
06.2002 - 01.2003
Manager, Win/Loss Analysis North America
SAP America
09.1997 - 11.2001
Graduate Courses - Marketing Analytics
Pennsylvania State University
BA - English Communications
Gwynedd Mercy College
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