Lea Cao

Led enterprise NPS and CSAT listening programs and the adoption of 3 AI workflows within them, translating business requirements into survey architecture. Achieved 60%+ adoption and an 80% follow-up rate among account managers by designing an AI closed-loop workflow.

Shaped product and design decisions for the card member app and website through mixed-methods research across multiple concurrent projects. Contributed to a 1.7% quarter-over-quarter increase in CSAT by researching the payments experience and running an A/B study of 3 prototypes.

Overhauled the Voice of Customer (VoC) program by leading the full implementation of the Qualtrics platform, including survey design, distribution strategy, dashboard development, and analytics integration. Defined API requirements with Engineering to integrate Qualtrics feedback into Power BI dashboards.

Created self-service resources that helped cut support ticket volume by 25%. Shared customer insights with product teams to drive user-focused updates.

Developed and analyzed results from a company-wide employee climate survey (~12,000+ employees) using best practices from academia, communicating findings and concerns about company experience to C-level executives. Assisted with internal career development, inclusion and diversity, and learning and development initiatives.

M.S. in Applied Psychology with an emphasis in Consumer and Organizational Psychology.

B.A. in Psychology.