Resume.

SUMMARY OF QUALIFICATIONS

Dynamic leader with 15+ years of experience driving customer experience strategy, cultural and digital transformation, and operational excellence to deliver measurable business growth and retention. Proven expertise in building and scaling high-performing teams, leveraging AI and automation to optimize efficiency, and aligning strategies with customer needs. Skilled in developing frameworks that enhance engagement, loyalty, and profitability. Adept at managing P&L, fostering collaboration, and leading transformative initiatives to achieve sustainable results.

PROFESSIONAL EXPERIENCE

Independent Contractor & Consultant | USA & Italy | January 2011 – present

Customer Experience & Transformation Consultant

• Directed CX and digital transformation initiatives across technology, healthcare, and retail industries, steering cross-functional teams to achieve measurable growth, operational efficiencies, and enhanced customer engagement.

• Orchestrated customer experience and operational transformation for a global retail and hospitality leader, driving sales growth by optimizing service interactions and aligning employee training with strategic business goals.

• Spearheaded cross-functional alignment across Sales, Service, and Product teams for a SaaS startup, achieving a 15% increase in customer renewals while streamlining service operations to reduce team workload.

• Led a comprehensive rebranding and digital transformation initiative for a creative services firm, driving a 25% increase in web referrals and a 50% growth in average project contract value.

• Designed and executed workforce engagement strategies for a global technology leader, improving training compliance and boosting employee productivity by aligning initiatives with overarching business objectives.

FARFETCH | London, UK + Los Angeles, CA | July 2018 – June 2023

High-growth e-Commerce Marketplace & SaaS Tech Platform

Senior Global Director, Service Design – March 2021 - June 2023

Global Director, Service Design – July 2018 - March 2021

• Led a team of 30+ across four key functions—Voice of the Customer, Service Design, Journey/Experience Management, and Learning & Change Management. Directly managed four Heads of department, ensuring alignment on strategic initiatives and cross-functional collaboration.

• Spearheaded customer experience innovations that reduced cost-to-serve by 15% and drove $58M+ in GTV through the launch of a personalized digital service suite.

• Developed and implemented the "Luxury New Retail" omnichannel program, setting new industry benchmarks for digital shopping experiences.

• Created and launched the AI-driven "Customer Experience Index," enabling data-driven decision-making across leadership teams and improving customer engagement by 6 points.

• Achieved 70% adoption of digital self-service tools, significantly enhancing customer satisfaction and operational efficiency while enabling high-touch customer support for more complex needs.

ELM Learning | San Diego, CA | October 2015 – July 2018

Digital Learning Experience Design Agency working with F500 companies in the Tech, Retail, Pharmaceutical, Hospitality, Medical, and Manufacturing Industries (Google, GE, Lilly, Petco, Qualcomm, Godiva, Mars)

VP, CX & Service Design – Jan – Jul 2018 

CX Director – Mar 2016 – Jan 2017 

Service Design Consultant (Contract) –  Oct 2015 – Feb 2016 

• Built and scaled four functions—Client Services, Project Management, Learning Experience Design, and Consulting—driving operational efficiency and client retention while managing a team of 50+.

• Grew the consulting business unit from the ground up, making it profitable and overseeing P&L management to drive revenue growth.

• Improved client retention and ensured project-level profitability through effective scoping, pricing strategies, and customer experience frameworks.

• Integrated content design within Learning Experience Design, ensuring content strategies aligned with client goals and enhanced customer engagement and learning outcomes.

• Improved NPS by 10 points through customer experience enhancements that strengthened client relationships and service delivery.