Robyn Gilson

Developed strategic plans to grow an adjacency start-up business with year over year revenue growth, bringing in new brands for the firms largest bet and building a strong $15M pipeline for long-term growth. Gained brand awareness and recognition as an expert in customer experience transformation in healthcare. Created a tailored operating model for hospital scheduling and revenue cycle operations proven to increase revenue, improve patient satisfaction, reduce cost of service and employee attrition.

Creator and CX go-forward advisor to a start-up providing new benchmark data informing healthcare leaders on where to focus efforts across the end to end journey.

Customer experience advisor to a tech start-up focused on creating a simple digital solution to help caregivers manage care real-time.

Developed a unique value proposition and marketing pilot to engage targeted consumers in a different way and improve experiences. Built a playbook to attract working women. Owned the journey and led agile teams to develop a new digital storefront and campaign with advanced analytics helping manage the experience, resulting in new growth and a $3M savings at launch through campaign optimization.

Built and led a team of over 100 analysts, consultants, user experience researchers, marketers and IT professionals to deliver a single source system in Qualtrics for real-time customer and employee listening and behavioral analytics (Quantum Metric) quantifying pain points, monitoring campaigns and the brand experience in addition to sensing potential complaints before they escalate. Drove adoption of north star customer, employee and brand metrics across the company accelerating the omnichannel strategy and one bank experience movement.

Developed the Customer Experience Office providing standard enterprise measurement & management, CX KPIs and executive scorecards, diverse segment strategies and an innovation incubator to test out new differentiated experience to attract and/or retain customers. Drove diverse segment growth plans, overhauled marketing and spurred DEI talent development. Spearheaded an enterprise task force to build the infrastructure, marketing, an operating model and strengthen the employee resources groups. Led one of 4 DEI pillars for the organization. Acted as the diversity and inclusion champion for all marketplace efforts and was the founding virtual advisor for the Nosotros Latinos Business Resource Group.

Built a business case to better attract and service Hispanic consumers. Spear-headed an initiative building needed infrastructure (Spanish digital assets, call center, care management services, company wide cultural competence training, in language marketing, bilingual sales and agency teams). Led Affordable Care Act Hispanic campaigns to attract the uninsured, the outreach resulted in over 120k leads in the first open enrollment, a 44% increase in Hispanic applicants and significant improvements in share across target markets. Named by DTC Perspectives as Outstanding Health Marketer for 2014, influenced Covered CA and toured Capitol Hill to share the Anthem BCBS impact story informing change across other markets.

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Held several product development, marketing, research and planning roles building out data management op models to support data driven decision making for business line leaders and up to the c-suite. Received a Pinnacle award, the highest recognition for achievement at Anthem.