Trinette Kays James
Dayton,USA
Summary
Customer experience executive with expertise in modernizing operations and implementing data-driven strategies across diverse ecosystems. Proficient in aligning cross-functional teams to enhance customer loyalty and retention. Develops scalable customer experience frameworks by integrating Voice of Customer insights and journey mapping into comprehensive lifecycle strategies. Experienced change leader adept at translating insights into actionable results in both startup and enterprise environments.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Director, Customer Experience
TrueBlur
Tacoma, Washington
09.2021 - 05.2025
- Led the enterprise-wide customer experience roadmap and customer success initiatives, aligning cross-functional priorities to enhance onboarding, engagement, retention, and expansion—boosting loyalty, informing strategic budgets, and driving revenue growth.
- Created a segmented Voice of Experience strategy across B2B and B2C, leveraging Qualtrics, Salesforce, advisory councils, and journey-triggered surveys to operationalize feedback loops, reduce friction, accelerate recovery, and drive a 10-point (42%) lift in Net Promoter Score (NPS).
- Built and scaled a tech-enabled Customer Success framework and onboarding playbooks, launching a pilot that generated $500K in revenue and is now embedded enterprise-wide.
- Architected and led the development of a cross-functional customer health scorecard, translating strategic business needs into a digital insights platform that unified KPIs, operational signals, and behavioral data. Secured executive buy-in and partnered with technology teams to deliver a scalable solution that enabled predictive insights and informed enterprise decision-making.
- Launched a Customer Lab to deepen insight into customer behaviors and needs, fueling innovation, supporting experience design, and driving a customer-centric culture across product and service development.
- Led a cross-functional Customer Advisory Council of industry-leading brands, capturing actionable insights to shape offerings, prioritize features, and deepen customer loyalty.
- Advised sales and operations leaders on RFPs and complex customer issues; led workshops and focus groups to surface insights that shaped strategy and mediation, driving $1M in new revenue from a single key account.
DIRECTOR, CX, INSIGHTS & ANALYTICS
Ameritas Mutual Holding Company
Cincinnati, Ohio
10.2012 - 03.2021
- Company Overview: Multibillion dollar insurance and financial services company.
- Built and led the enterprise Customer Experience and Data Science functions, overseeing a high-performing team of 7 across analytics, automation, research, and customer insights—transforming CX strategy, optimizing performance, and delivering measurable business impact.
- Led the implementation and oversight of a CX management platform across B2B and direct-to-customer channels - informing, measuring, and accelerating enterprise-wide initiatives through data-driven customer profiles and personas to boost satisfaction, deepen engagement, and drive strategic growth.
- Designed a natural language model that prioritized and weighted customer verbatims from annual customer surveys - resulting in a 30-point increase in System Usability Score (SUS).
- Launched a marketing pilot using machine learning to analyze product purchase and churn correlations - estimating a 400% increase in ROI and a savings of $3M in revenue savings over three years.
- Drove alignment between business strategy and sales goals through CRM innovation - building scalable Salesforce systems, refining B2B lead scoring, and unifying omnichannel touchpoints to elevate conversion and customer engagement.
- Led Marketing Cloud adoption for 1.3M records and enterprise email opt-in strategy—ensuring CAN-SPAM compliance, reducing unplanned work by 30%, and saving $200K. Drove cross-divisional alignment as a key Salesforce Center of Excellence stakeholder.
- Founded a 20-person User Group and implemented CRM journey governance to align cross-product messaging - eliminating overlap, enabling personalization via Marketing Cloud, and boosting engagement by 25%.
PRODUCTION PLANNING & OPERATIONS MANAGER
Ameritas Mutual Holding Company
Cincinnati, OH
10.2012 - 05.2016
- Redesigned and managed the development, maintenance, and processes for departmental systems, including a customized form-tracking database, an online content management system for more than 13,000 forms, and an online portal supporting B2B communications and agent sales.
- Developed and enforced policies to maintain compliance with industry regulations.
- Orchestrated the prioritization and business case development of cross-divisional initiatives for the annual budgeting cycle, which included project, financial, and resource planning.
DIRECTOR OF OPERATIONS
Monster Worldwide, Inc. – Making It Count
Cincinnati, OH
05.2006 - 03.2012
- Company Overview: An online multibillion dollar recruiting company that supported educational outreach programs to students about academic and career opportunities through live, in person presentations at high schools and universities.
- Directed national execution of 8K–10K annual educational programs for workforce boards, high schools, and colleges—managing a distributed team of 250+ contractors and 21 full-time staff to ensure sponsor satisfaction, brand consistency, and operational excellence.
- Owned the full customer journey from institutional outreach through event delivery—leading outbound sales, speaker strategy, and cross-functional coordination to drive program adoption, national expansion, and a sustained 90%+ sponsor retention rate.
- Delivered $3.3M in cost savings by redesigning operational workflows, renegotiating vendor contracts, and optimizing staffing and travel models at scale.
Education
BACHELOR OF ARTS, BA - Journalism and Public Relations
Arizona State University
Tempe, AZSkills
- Voice of Customer
- CX & Success Strategy
- Continuous Improvement
- Cost-to-Serve Optimization
- Customer Health Scoring
- CX Governance
- Tech-Enabled Feedback Loops
- Salesforce
- Qualtrics
- NSA & CSAt Optimation
- Journey Mapping
Certification
- Forrester, Innovating CX November 2020
- Forrester, CX PRO II January 2020
- Forrester, CX PRO I January 2019
CLIFTON STRENGTHS
- Responsibility
- Restorative
- Activator
- Developer
- Relator
References
References available upon request.
Timeline
Senior Director, Customer Experience
TrueBlur
09.2021 - 05.2025
DIRECTOR, CX, INSIGHTS & ANALYTICS
Ameritas Mutual Holding Company
10.2012 - 03.2021
PRODUCTION PLANNING & OPERATIONS MANAGER
Ameritas Mutual Holding Company
10.2012 - 05.2016
DIRECTOR OF OPERATIONS
Monster Worldwide, Inc. – Making It Count
05.2006 - 03.2012
BACHELOR OF ARTS, BA - Journalism and Public Relations
Arizona State University
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