Valisa Downing

Strategic customer experience leader advanced enterprise-wide customer centricity through experience strategy, design thinking, and organizational transformation. Partner with leaders across business functions to integrate customer insights, data, and human-centered design into decision-making, prioritization, and continuous improvement efforts. Launched the organization's Customer Centricity Score, established Design Thinking training and a Community of Practice, and developed tools and frameworks that strengthened customer-focused capabilities across the enterprise. Achieved a director designation as principal advisor for demonstrating enterprise influence, strategic leadership, customer experience expertise, and impactful advisory contributions.

Progressive leader with extensive experience spanning customer service, operations, customer experience strategy, program management, and organizational transformation. Recognized for translating customer insights into business strategies, leading cross-functional teams through change, driving continuous improvement, and building capabilities that enhance both customer and employee experiences. Proven success leading enterprise-wide initiatives that integrate operational excellence, Lean principles, quality standards, and Voice of the Customer to achieve sustainable business results.

Developed expertise in sports marketing, ticket sales, customer engagement, and team leadership over seven years in professional baseball and hockey organizations. Progressed from sales internship roles to business development and account management positions, consistently exceeding revenue goals, developing new business opportunities, and cultivating long-term client relationships. Recognized as the Grand Rapids Griffins' 2010 Employee of the Year and ranked among the top ticket sales professionals in the AHL, while contributing to multiple record-breaking revenue seasons. Led sales teams, trained and mentored interns, and spearheaded community engagement initiatives, enhancing customer experiences and fostering loyalty, resulting in account growth and overall organizational success.