Rebecca Flavin

• Matured the current CX practice and created a new CX vision, strategies and go-to-market offerings in North America.
• Guided cross-functional teams in executing CX-led transformations incorporating CX strategy, innovation, CRM, Loyalty, content transformation, and digital products and platforms.
• Accelerated 125% year-over-year expansion among current and prospective clients
• Fostered analyst connections that substantially elevated agency rankings with Forrester and IDC.
• Led CX initiatives on major accounts: Ford, Pearson, and Spectrum
• Directed human-centered design workshops in partnership with colleagues.
• Supported clients in creating robust VOC and CX measurement initiatives.
• Orchestrated cross-functional teams to advance customer journey and bolster brand loyalty initiatives.
• Implemented data-driven insights to optimize customer experience and streamline service delivery channels.
• Established performance metrics to evaluate effectiveness of experience enhancements across multiple platforms.
• Aligned customer-centric goals with overall business objectives through collaboration with executive leadership.
• Led cross-functional teams to enhance customer journey strategies and experiences.

Led strategic initiatives to advance customer experience standards and best practices across a network of leading marketing and advertising agencies.

• Presented an industry webinar on CX Measurement and Business Impact to more than 500 marketing and customer experience leaders.
• Advised executive board members on customer experience governance, maturity models, and performance measurement to strengthen organizational capabilities.

• Accelerated practice growth through strategic business development and client expansion initiatives, achieving a 40% new business conversion rate.
• Defined the global vision and strategic direction for the Customer Experience and Digital Platforms practice, driving innovation, capability maturity, and sustainable growth.
• Unified customer experience methodologies across global regions (APAC, EMEA, LatAm and NA), establishing scalable standards, governance, and best practices that strengthened delivery quality and organizational alignment.
• Built and led a global CX Community of Practice with over 5k professionals that fostered collaboration, accelerated the adoption of leading CX frameworks, and advanced enterprise-wide customer experience maturity.

• Developed data-driven CX strategies for global clients
• Hosted CX webinars on CX Measurement and CX Strategy
• Led the cross-functional Experience team in North America
• Collaborated with cross-functional teams to deliver integrated marketing and experience solutions effectively.
• Facilitated design thinking/HCD workshops for to foster creativity, innovation and customer centricity.
• Designed global design systems and eCommerce sites and apps for British Airways, CIE Tours, and MSC Cruise resulting in 30-100% increase in conversion.

Effective is an experience agency that embraces digital complexity through a measurable, human-centered design approach. We use comprehensive insight to help clients discover unmet opportunities and build transformative customer experiences. With more than a decade of raising the bar, our purpose-driven, diverse teams share their expertise in design thinking, customer insights, data strategy, and technology to empower clients and achieve long-term success. Clients included: British Airways, Fidelity, Wells Fargo, Eli Lilly, Amerisource Bergen, Davita, and IBM.

• Developed company vision and growth strategy
• Expanded digital experience capabilities and grew additional in 3 additional markets.
• Responsible for NA P&L and achieved 27% agency profit margin
• Built and developed cross-functional digital experience team.
• Pitched new accounts and business with a 40% win rate.
• Implemented cross-functional performance coaching and development program.

Serving on the board of directors for SoDA, the Digital Society. SoDA serves as a network and voice for entrepreneurs and innovators around the globe who are creating the future of digital marketing and experiences. The organization's mission is to advance the digital industry through Best Practices, Education, and Advocacy.

• Developed premium content for owned and earned channel strategy that increased web lead generation by 50 %
• Cultivated analyst relationships which led to over 12 research citations and a 30% increase in leads from analyst referrals.
• Developed and executed comprehensive marketing strategies to enhance brand visibility and customer engagement.
• Led cross-functional teams in launching innovative digital campaigns, increasing audience reach and interaction.
• Collaborated with sales teams to align marketing initiatives with business objectives, driving revenue growth.
• Managed budget allocation for marketing projects, optimizing resource utilization for maximum impact.
• Developed and implemented B2B marketing and channel strategy to drive growth.
• Collaborated with executive leadership to develop long-term business goals aligned with overarching company objectives.
• Developed premium content for owned and earned channel strategy
• Delivered consistent growth in key performance indicators by continuously refining marketing strategies based on analytics insights.
• Planned and executed events and marketing programs to increase qualified leads.

• Developed strategic alliances and partnerships that increased sales leads by 100%, and new business by 30%.
• Co-developed go-to-market and sales materials.
• Account mapping and development

• Managed account management, client services and project management teams.
• Drove 100% account growth on client accounts
• Responsible for consumer acquisition strategy and paid media
• Negotiated advertising and commercial contracts to reduce CPA.
• Cultivated a culture of trust, curiosity and performance with a focus on both Employee and Client CSAT