Customer Insights

MATTHEW ATTRIDGE

801-***-**** **.********@*****.*** linkedin.com/in/mattyattridge/

CUSTOMER INSIGHTS & STRATEGY

Firm believer that the most important voice is the voice of the customer. Experienced with Executive level briefing, customer research and influencing strategies. A proven ability and passion for data storytelling. I understand the powerful and essential need for strong relationship across department lines and with external partners to help implement change CORE COMPETENCIES

Customer Journey Strategic Thought Leader Executive Level Briefing Customer Experience Voice of the Customer Microsoft Suite Data Analysis Data Visualization Internal Consulting PROFESSIONAL EXPERIENCE

TRUHEARING Apr 2019-Present

Customer Insights Manager (Apr 2019 - Present)

Report directly to SVP of Operations - direct CX vision for entire customer journey. Communicate the voice of the customer to C-Suite as well as owning strategic changes to survey strategy, policy & procedure. Accomplishments:

• Completely redesigned and implemented a new survey strategy. Built out new reporting to allow for quicker and more impactful insights

• Promoted to CX Team Leader – a cross-departmental team comprised of director level talent. CX Team is focused on reducing pain points, increasing satisfaction, and improving business results

• Architect of Pain Point Analysis – a sweeping analysis focused on understanding customer frustration at every touchpoint in the customer journey

• Identified customer personas via qualitative research. Validated via quantitative research

• Created new systems and processes that ensured the VOC is heard loud and clear across the organization 1-800 CONTACTS Aug 2008-Apr 2019

Process Improvement Analyst II (Dec 2018 – Apr 2019) Work hand in hand with the Operations arm of 1-800-Contacts. Seeking opportunities to improve processes Strategy & Business Development Analyst (Sep 2016 – Dec 2018) Reported directly to VP of Strategy & Business Development, responsible for the analysis and implementation of multiple business operations, products and potential new business agreements. Presented regularly to C-Suite WorkForce, Sales & Retention Manager II (May 2011 - Sept 2016) Owned and managed SLA for numerous channels and 500+ employees. Managed numerous sales & service teams Accomplishments:

• Researched, analyzed, and recommended strategic changes to the order verification process to C-Suite members

• Researched and indexed key European markets to understand potential impact of deregulation on the American contact lens market. Briefed CEO and VP of Strategy, leading to key corporate initiatives

• Handpicked by the CEO to travel across America and research and present on best practices of optical shops. EDUCATION

Masters of Business Administration (MBA) – UVU, 2018 – 3.5 GPA, International studies in Europe Bachelor of Science (BS) in Business Management – UVU, 2014 – 3.6 GPA, Dean’s List

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