Britt Duley

I’m a customer-focused operations leader with 11+ years of experience improving customer satisfaction, reducing churn risk, and building scalable processes across high-volume service environments. I turn complex operational challenges into streamlined, high-impact customer experiences.

In my current role, I lead and develop Client Experience Specialists to deliver consistent, high-quality service across the full customer journey. I oversee hiring, onboarding, training, and performance management, partnering with medical leadership to align customer experience with operational efficiency.

I’m recognized for proactive communication and relationship management—especially when handling high-risk client escalations. I’ve improved retention by resolving issues quickly, optimizing customer workflows to reduce friction, and strengthening expectation-setting systems like real-time wait time displays.

Beyond day-to-day leadership, I build scalable operations that support growth—managing scheduling, staffing, daily workflow, and service standards, while improving operational accuracy and CX metrics. I also contribute to culture-building through continuous improvement initiatives, community engagement, and cost-efficient resource planning.