Noel Holmes
Austin,Tx
Summary
Businesses today face rising acquisition costs, weak retention, and stalled engagement, often caused by fragmented experiences, siloed data, and limited real-time insight. I solve these challenges by uniting AI, customer understanding, and product strategy to drive measurable outcomes.
I bring over 20 years of executive leadership across SaaS, marketplaces, and platform companies. My experience includes leading high-impact initiatives at CareerBuilder, Indeed, Travelport, and Travelocity. These efforts drove a 127% increase in conversions, 33% growth in applications, and a 30% improvement in NPS.
At the intersection of AI, customer insight, and design, I lead with empathy, business rigor, and technical fluency. From launching JUICE Innovation Labs to re-imagining Travelport’s digital presence for IPO readiness, I build intelligent, accessible, user-centered systems at scale and unite teams around shared customer and business goals.
Overview
30
30
years of professional experience
Work History
Vice President, Product & Customer Experience
CareerBuilder
01.2021 - Current
- Spearheaded a mobile-first product strategy, doubling user registration and increasing conversion rates by 127% YoY.
- Led cross-functional teams to deliver innovative products, reducing frontline support tickets by 25% and developer escalations by 58%.
- Implemented Design Thinking methodologies, streamlining product offerings and achieving a 33% YoY increase in applications.
- Drove CX transformation, aligning product development with real-time customer insights, improving NPS scores by 30%.
Customer Experience & Product Strategy Consultant
Improving
01.2020 - 01.2021
- Partnered with C-level executives to define customer experience and product roadmaps for enterprise clients.
- Delivered end-to-end product strategies, identifying pain points and optimizing UX, leading to a 15% improvement in customer retention.
- Conducted customer research and usability testing, ensuring data-driven decision-making for product innovation.
Senior Director, Voice of the Customer & Product Insights
Indeed
Austin, Tx
01.2018 - 01.2020
- Developed and led the global Voice of the Customer (VoC) strategy, influencing $4B+ in product decisions.
- Integrated customer feedback into product development, increasing customer satisfaction by 36% and accelerating innovation cycles by 43%.
- Launched CX-driven insights dashboards, giving executive teams real-time customer sentiment tracking.
- Conducted global Journey & Experience Mapping, pinpointing friction points and boosting user engagement by 28%.
Vice President, Customer Experience & UX Strategy
Travelport
01.2009 - 01.2017
- Directed CX and UX strategy for a $2.1B travel commerce platform, modernizing digital experiences across B2B and B2B2C markets.
- Established Juice Innovation Labs, implementing 200+ new product features, driving customer loyalty and revenue growth.
- Led a cross-functional product team, improving usability, reducing support tickets by 40%, and increasing adoption.
- Rebranded and relaunched Travelport.com, aligning with IPO objectives and consolidating over 100 disparate sites.
Vice President, UX & Digital Strategy
Human Factors International
01.2008 - 01.2009
- Led UX strategy for enterprise clients, securing and managing $4.4M+ in project revenue.
- Developed customer-centric digital strategies, enhancing usability and engagement across multiple industries.
- Mentored teams in UX design, usability, and front-end development, fostering high-impact, scalable solutions.
Director, Product & UX Innovation
Travelocity
Dallas, Tx
01.2005 - 01.2008
- Launched Travelocity’s mobile strategy, significantly improving customer engagement and brand touchpoints.
- Spearheaded the redesign of FareWatcher, tripling customer subscriptions and increasing repeat engagement.
- Implemented a cutting-edge interactive voice response (IVR) system, reducing call center volumes by 15%.
Director, UX & Front-End Technology
Travelocity
Dallas, Tx
01.2002 - 01.2005
- Founded Travelocity’s UX and Front-End Technology division, establishing industry-leading design standards.
- Led development of customer experience frameworks, reducing UX-related development churn by 3x.
- Built and scaled a global UX team, influencing design consistency and accessibility standards across all platforms.
Education
MBA - Business Organization And Management
Southern Methodist University
BBA - Marketing
Southern Methodist University
BA - English
Southern Methodist University
BFA - Visual Communications
Southern Methodist University
Skills
- AI-Driven Product Strategy
- Customer Experience (CX) Innovation
- SaaS & Marketplace Platforms
- Design Thinking Facilitation
- Team Leadership & Culture Building
- Voice of the Customer (VoC) Systems
- Enterprise UX Design
- Cross-Functional Product Delivery
Certification
- Net Promoter Score (NPS) 2.0, Satmetrix
- CUA - Certified Usability Analyst, Human Factors International
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Company CultureHealthcare benefitsStock Options / Equity / Profit SharingWork from home optionQuote
“If you want creative workers, give them enough time to play”
John Cleese
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