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Alison Hight

@alisonhight

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I lead customer experience programs, aligning teams and delivering scalable change.

United States

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What I'm looking for

I’m looking for a customer experience and success role where I can lead program strategy, align cross-functional stakeholders, and use data to reduce escalations—while building scalable processes with strong leadership support.

I’m an accomplished Certified Scrum Master (CSM) with 7+ years of experience driving impactful changes and supporting new products across technology companies, focused on Customer Experience and Success. I’m a data-driven self-starter who builds strong relationships and communicates technical information clearly to non-technical stakeholders.

At Amazon Web Services, I owned a key strategic mechanism that kept customer experience at the forefront of proposed changes for the AWS Private Pricing Program—impacting over 60 projects annually. I managed intake for a team of 20 ICs, orchestrated complex project planning, and helped achieve a 95% on-time delivery rate, while coordinating cross-functional alignment and leadership approvals. Previously at WP Engine, I designed program strategies that decreased technical support escalations by +30% within 6 months and improved support for 500 specialized customers through process optimization, queue/escalation improvements, and internal training.

Experience

Work history, roles, and key accomplishments

CX Strategist, Private Pricing Program

Amazon Web Services

May 2024 - Apr 2026 (1 year 11 months)

Owned the AWS Private Pricing Program mechanism to keep customer experience central across 60+ projects annually. Managed intake, planning, and stakeholder alignment to support complex initiatives and drive a 95% on-time delivery rate.

Customer Experience Program Management Project Planning Stakeholder Management Delivery Management On Time Delivery

Senior CX Program Manager

WP Engine

Apr 2021 - Mar 2024 (2 years 11 months)

Designed and executed program strategies to support client-facing enterprise product needs, decreasing technical support escalations by 30% within 6 months. Led support process improvements and cross-functional strategy execution, including training programs that increased customer confidence by 50% and improved customer satisfaction while reducing internal escalations.

Cross functional Leadership Risk Management Data Analysis Customer Satisfaction Customer Success Program Strategy Technical Support Escalation Management Process Optimization

Campaign Manager, Customer Success

WP Engine

May 2019 - Mar 2021 (1 year 10 months)

Managed customer-facing product adoption campaigns and delivered highly sensitive customer communications tied to major code changes. Orchestrated multi-touchpoint notification campaigns, including end-of-life workflows and billing initiative communications, reaching 100% of the client base for key updates.

Campaign Strategy Product Adoption Email Campaigns Cross Functional Collaboration Notifications Program Execution

Analyst, Customer Success Programs

WP Engine

Feb 2018 - Apr 2019 (1 year 2 months)

Executed customer success campaigns using email and in-app messaging for 90K+ customers to support retention and churn reduction. Rebuilt and automated program operations workflows, implemented data quality QA with a 2% maximum error rate, and analyzed onboarding workflows to increase customer interactions by 10%.

Workflow Automation Program Operations Data Quality Customer Onboarding Data Analysis Security and Communication Quality Control