𝑬𝒙𝒆𝒄𝒖𝒕𝒊𝒗𝒆 𝑬𝒅𝒊𝒕𝒐𝒓 𝑪𝑿𝑷𝑨'𝒔 "𝑪𝑿 𝑩𝒐𝒐𝒌 𝒐𝒇 𝑲𝒏𝒐𝒘𝒍𝒆𝒅𝒈𝒆", 1st ed; 2023-5 CXPA Board of Directors

With over 3 decades of work experience, Heather is a seasoned professional in enterprise-scale digital transformation, customer experience/ service, sales, and technology. Heather has been a consultant, a practitioner, and an internal advocate/coach for customer-focused startups (the most fun one scaled to .$5B in less than 2 years).

An inclusive, versatile & goal-oriented leader with deep expertise in customer experience (CCXP), process & cost optimization (Lean/ Six Sigma MBB), change management (ADKAR), and leveraging best practices Heather utilizes exceptional interpersonal and communications skills to guide and develop cross-functional teams and drive consensus among executives. Heather is a driven and strategic top-performer who delivers efficiency and profitability for organizations in B2B, Manufacturing, Energy/ Oil & Gas, Aviation, Banking & Insurance, Entertainment, Medical Devices, & entrepreneurship. Heather's sweet spot is the intersection of Customer Experience, Employee Experience, process improvement, and cost management ... finding solutions that are advantageous to customers and organizations simultaneously.

Currently based in the Chicagoland area of Indiana, Heather has lived or worked in more than a dozen countries and over 20 US states + 2 Canadian provinces.