Open to opportunities

Kevin Ryan

@kevinryan

Message

Customer experience advisor with expertise in strategic program leadership.

United States

Message

What I'm looking for

I am looking for a role that values strategic thinking and innovation, where I can leverage my expertise in customer experience to drive impactful results.

As a seasoned Customer & Employee Experience Advisor, I have a proven track record in leading Voice of the Customer (VoC) programs and enhancing employee experiences. My expertise lies in developing strategies that drive revenue growth and operational efficiency. I excel in building consensus among stakeholders and leading cross-functional teams to achieve industry-leading outcomes.

Currently, I serve as an Engagement Manager at CommonFont, where I develop tailored success strategies for enterprise accounts and manage the implementation of impactful VoC programs. My previous roles have equipped me with the skills to design frameworks that scale successful solutions and cultivate relationships with strategic decision-makers, ensuring alignment with client objectives.

Throughout my career, I have consistently delivered measurable outcomes, such as increasing customer satisfaction and driving significant revenue growth. I am passionate about leveraging customer insights to inform business strategies and enhance overall customer experience.

Experience

Work history, roles, and key accomplishments

Current

Engagement Manager

Current

Commonfont

Jan 2022 - Present (3 years 7 months)

Developed and executed tailored success strategies for top enterprise accounts, ensuring alignment with client objectives and delivering measurable outcomes. Designed frameworks and best practices to scale successful XM solutions into comprehensive service offerings across the enterprise portfolio.

Enterprise XM Program Management Client Relationship Management Thought Leadership Advisory Services

Senior Solutions Consultant

Commonfont

Jul 2022 - Aug 2024 (2 years 1 month)

Served as a trusted leader and technical advisor to Voice of the Customer (VoC) engagements for a portfolio of multiple Fortune 500 clients. Responsible for end-to-end delivery and implementation of impactful VoC programs, including survey, digital experience and customer research initiatives.

Project Management System Design VoC Program

Director, Customer Experience & Sales Enablement

Brooklyn Boulders

Feb 2020 - Jan 2022 (1 year 11 months)

Led a centralized customer experience (CX) team by developing enterprise-wide strategy, overseeing activation of CX insights, and establishing and scaling CX capabilities across 5 locations. Managed ongoing CRM requirements including staff training, sales pipeline configuration, and personalized drop campaigns.

Team Leadership Customer Insights Sales Enablement CRM Administration HubSpot

Manager, Customer Experience

Brooklyn Boulders

Mar 2018 - Present (7 years 5 months)

Established a customer feedback program by partnering across departments to design and implement 11 survey feedback programs. Translated feedback into insights on how best to improve guest and member experiences while increasing sales pathway conversion rates.

Survey Design Customer Insights Systems Administration Help Desk Data Analysis

Supervisor, Customer Experience

Brooklyn Boulders

Aug 2016 - Present (9 years)

Created the Customer Experience department infrastructure and founded a team of four CX and Sales specialists to centralize company-wide customer support, membership billing, and remote sales functions. Increased capacity of customer support team to field on average 25K support tickets annually.

Process Development Customer Support Remote Sales Billing

Operations Manager

Brooklyn Boulders

Jul 2015 - Present (10 years 1 month)

Managed a team of 20-25 employees and daily operations of a 20,000 sq. ft. climbing, fitness and community facility. Led the pre-opening membership campaign, exceeding 1,000-member goal by grand opening.

SOP Development New Location Launch Project Management Training

Shift Leader / Climbing Instructor

Brooklyn Boulders

Jun 2013 - Present (12 years 2 months)

Handled all front desk activities, fielding general questions, resolving issues and upholding risk management protocols. Led facility tours, converting guests to members and teaching introductory bouldering and top rope classes.

Certified Climbing Instructor Customer Service Risk Management

Education

Degrees, certifications, and relevant coursework

University of Michigan

B.S. in Architecture, Architecture

2009 - 2013

Studied architecture at the University of Michigan, focusing on design principles and spatial concepts. Gained foundational knowledge in architectural theory and practice.