Practice Leader, Program and Change Management
Suzi helps communities embrace employee and customer experience in a way that leverages their unique culture, talents, and tools to create deeper connections. She always considers people, process, and technology components when leading projects for the McorpCX team and highlights the organizational change management implications for her clients. She has an uncanny ability to create strategy and then translate that into actionable tactics and impactful results.
Prior to consulting with McorpCX, Suzi held leadership positions in contact centers, IT, and operations functions for financial service, insurance, and technology companies. In those roles she helped lead six different customer experience transformational efforts which increased NPS, reduced service costs, and improved operational metrics. Her previous employers and clients include AT&T, American Express, Asurion, Avaya, Bridgestone, HireRight, Sprint/TMobile, Vanderbilt Medical Center, and Verizon.
Suzi is a Certified Customer Experience Professional (CCXP) as well as a Prosci® certified Change Management Professional. She has a B.S. in Computer Information Systems and Mathematics from Regis University in Denver. When not working, Suzi spends her time traveling, cooking, gardening, researching her family history, and mentoring current and future leaders.