Summary
Overview
Work History
Education
Skills
Timeline
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STEPHANIE BURNS

STEPHANIE BURNS

Wilmington,DE

Summary

Experienced customer experience and insights leader with a diverse background in creating, developing, and implementing effective insights programs and CX strategies. Skilled at devising strategic-outlined visions and innovative solutions to drive targeted customer satisfaction and retention. Recognized as a thought leader in the industry, consistently delivering exceptional results through a customer-centric approach.

Overview

14
14
years of professional experience

Work History

DIRECTOR, INSIGHTS BUSINESS PARTNER

BEST EGG
08.2023 - Current
  • Spearheaded customer insights strategy and roadmap for new product development directly impacting the design of the product pre-launch and managed ongoing product optimization efforts post-launch through customer feedback analysis, user testing, journey mapping, and consumer research.
  • Expanded voice of the customer program to incorporate new products, including defining the strategy for tracking key performance metrics, and updating NLP models for qualitative analysis of the feedback received.
  • Influenced the prioritization of research-backed initiatives that led to an improvement in customer satisfaction and increased loan originations by more than 20%.
  • Presented the research results to the executive team and key stakeholders with actionable recommendations to drive business objectives.
  • Led and cultivated a high-performing team by providing guidance and opportunities for professional growth.

DIRECTOR, CUSTOMER EXPERIENCE

MARLETTE FUNDING
04.2018 - 08.2023
  • Pioneered the strategy and implementation of the voice of the customer program through the creation of multiple listening posts at key touchpoints to minimize customer friction and influence product roadmap prioritization.
  • Drove data-backed customer initiatives that led to product enhancements resulting in over $6M in incremental revenue.
  • Executed strategies to measure and monitor key performance indicators (KPIs) such as net promoter score (NPS), Customer satisfaction (CSAT) and Customer Effort.
  • Utilized key driver analysis and various data analysis methodologies to identify areas of improvement and assess potential impact on business metrics such as conversion rates, costs and revenue.
  • Championed customer-centricity by advocating for the needs and preferences of our customers and collaborated cross-functionally to align efforts and maximize impact on customer satisfaction.

PROJECT MANAGER, VOC

QVC
08.2016 - 04.2018
  • Developed a framework that identified the financial impact of providing a great customer experience and defined the areas of focus to significantly impact this experience
  • Managed the creation of KPI'S to measure customer experience successes across multiple business areas and throughout critical touch-points of the customer journey
  • Promoted the insights from the voice of the customer program to be an integral part of daily strategic business decisions
  • Managed the transition from legacy Clarabridge on-premise to the upgraded SaaS to ensure no loss of data, reporting measures or accuracy of KPI’s

VOC BUSINESS ANALYST

QVC
07.2014 - 10.2016
  • Analyzed large datasets from disparate data sources, including structured and unstructured data
  • Optimized and customized text analytical and statistical models for recurrent and ad-hoc analyses
  • Developed streamlined processes and visualization dashboards in order to improve VOC reporting quality and efficiency

STATISTICAL ANALYST

MEDIDATA SOLUTIONS
07.2013 - 07.2014
  • Optimization of clinical trials through analysis of large datasets and developed statistical models predicting elements of trial design

PPC SPECIALIST

TICKETNETWORK
03.2010 - 07.2013
  • Managed paid search marketing campaigns through optimization of keywords, bids and ad content

Education

MASTER OF SCIENCE - STATISTICS

UNIVERSITY OF MASSACHUSETTS, AMHERST
AMHERST, MA
05.2010

BACHELOR OF ARTS - MATHEMATICS

NICHOLS COLLEGE
DUDLEY, MA
01.2008

Skills

    Customer / Consumer Insights & Research:

  • Voice of the Customer
  • CX strategy & Customer advocacy
  • CX Metrics: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Effort
  • Key Drivers Analysis

    • Data Analysis:

  • Text Analysis / NLP
  • Proficient in SAS, SQL
  • Statistical Analysis

    • Management:

  • Strategic Planning
  • Project Management
  • Team Management

Timeline

DIRECTOR, INSIGHTS BUSINESS PARTNER

BEST EGG
08.2023 - Current

DIRECTOR, CUSTOMER EXPERIENCE

MARLETTE FUNDING
04.2018 - 08.2023

PROJECT MANAGER, VOC

QVC
08.2016 - 04.2018

VOC BUSINESS ANALYST

QVC
07.2014 - 10.2016

STATISTICAL ANALYST

MEDIDATA SOLUTIONS
07.2013 - 07.2014

PPC SPECIALIST

TICKETNETWORK
03.2010 - 07.2013

MASTER OF SCIENCE - STATISTICS

UNIVERSITY OF MASSACHUSETTS, AMHERST

BACHELOR OF ARTS - MATHEMATICS

NICHOLS COLLEGE

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