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CX, SERVICE DESIGN & DIGITAL STRATEGY

KIMBERLY-CLARK | THE COCA-COLA COMPANY | NORTH HIGHLAND | AMAZON | GEORGIA TECH

KIMBERLY-CLARK (CURRENT ROLE): Partnering with global insights and data teams as well as cross-functional teams around the globe, my team is responsible for embedding customer insights into business planning and campaign execution. This is accomplished through uncovering customer insights (both current and future-state), developing customer journey maps and service blueprints, and working with business leaders to ideate and translate these insights into operational project plans.


COCA-COLA HIGHLIGHTS

The Coca-Cola Digital Marketplace 

  • Launched the Coca-Cola Digital Marketplace in Summer 2020 with our first three partners. The online marketplace offers digital solutions to help restaurants enhance and expand off-premise and digital order capabilities, including exclusive features and discounts to technologies like Omnivore’s Menu Management System, CardFree’s Pay@Table and OneDine’s Off Premise Solutions for Coca-Cola foodservice customers. This includes evaluating new technology partners and their capabilities, negotiating rates and exclusive discounts, working with legal to finalize contracts and update language to reflect, and managing the relationship and activation between our partners and the field. The launch of the Marketplace was included in Kathleen Ciaramello's September 2020 LinkedIn post, and an accompanying press release.

Digital SME Engagements & Workshops

  • Serve as digital subject matter expert and workshop facilitator for foodservice customers. This includes advising and discussing the latest trends and best practices across all restaurant digital and technology areas (including front-, back-, and outside-of-house capabilities). Developed new workshops to assist customers to formulate their digital roadmap and prioritize opportunities, applying both design- and business-thinking techniques. Collaborated cross-functionally with members from the FSOP West Zone Marketing Team to host a virtual digital summit for all West Zone FSOP Customers.


CONSULTING ENGAGEMENTS

  • Crafted a vision, value proposition and roadmap for a new business unit for a metalworking company. Designed and facilitated innovation strategy workshops to develop strategy with senior executives, including CEO, CMO and CIO. Recommendations included design and development of a new digital solution, including ecommerce, customer service and sales solutions.

  • Supported the Chief Information Security Officer and security leadership team of a top consumer credit reporting agency in the development of communications and reporting. This included the development of materials for the CISO’s quarterly reports to the Board of Directors and its committees as well as an externally published quarterly reporting template, supporting documentation for external publication and knowledge sharing, and cybersecurity-related status and on-going internal reporting.

  • Designed the business strategy and implementation plan for a retail ecommerce company’s new international financing program. Conducted stakeholder interviews with legal, finance, tax, marketing, vendor management and technology departments to gather critical strategic insights. Developed a financial model to forecast business impact, and defined customer eligibility and marketing strategy based on legal implications, tax regulations, data analysis and the customer experience. Presented the plan to senior leadership which resulted in project implementation approval.

  • Developed new communications process between corporate and store employees to execute in-store resets. Led the development of the new creative playbook, including design oversight and direction while working with key client stakeholders to develop the playbook content.

  • Identified market trends for the future of connected cars and smart cities for an automotive conglomerate. Developed recommendations based on the company’s core competencies and their goal to achieve market leadership within their segment of the industry. Created a strategy to guide the client through the changing vehicle distribution model.

  • Developed a digital marketing strategy for a Chinese-based multinational telecommunications company entering the United States market. Identified a core target consumer for their product and developed both short and long-term digital marketing campaigns to support the company’s successful entry to the US.

  • Conducted an audit of and provided a recommendation for a new PMO group’s project management digital tools capabilities. Included stakeholder interviews, current state audit, and future state recommendations and next steps.

  • Streamlined the project intake process for a multinational financial services company’s marketing and data governance group to create project efficiencies and reduce resourcing needs. The intake process updates included a new process, updated forms and a new executive-level dashboard to review project opportunities.

  • Developed an internal employee portal strategy for a multinational medical devices, pharmaceutical and consumer packaged goods manufacturing company. Audited 800+ pages across 15 different employee portals measuring attributes like content quality, structure and flow to inform their streamlined digital front door strategy.

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