Looking for a job

Lori Buntzen

@loribuntzen

Customer experience executive at CXOps who transformed DTC support with AI automation, journey mapping, and retention strategy.

United States

Message

At CXOps, I partner with founders and executive teams on customer experience strategy to drive growth, retention, and operational efficiency. I lead journey mapping, Voice of Customer work, and AI and automation initiatives, and design scalable omnichannel experiences across CRM, ecommerce, support, and self-service.

At EBY, I owned subscription strategy on Recharge, growing the subscriber base by 50% and reducing churn by 26%. I also architected an AI-powered support experience on Gorgias and helped scale reviews from 2.7 to 4.9 within six months.

Experience

Work history, roles, and key accomplishments

Current

Co-Founder Fractional CX & Operations Strategy Executive

Current

CXOps

Sep 2023 - Present (3 years 1 month)

Partner with founders and executive teams to drive growth, retention, and operational efficiency through customer experience strategy. Lead customer journey mapping, Voice of Customer (VOC), AI, automation, and cross-functional transformation.

Customer Experience Strategy AI Automation Voice Of Customer (VoC)Customer Journey Mapping Omnichannel Strategy CRM Ecommerce Support Self Service

Head of Customer Service and Engagement

Misen Inc

Sep 2025 - Jan 2026 (4 months)

Redesigned return reason architecture and leveraged VOC insights to reduce repeat contacts. Led Gorgias AI implementation, increasing CSAT by 39% and improving agent output by 30%.

Gorgias AI Voice Of Customer (VoC)Returns Management Agent Performance Workflow Optimization First Response Time

Sr. Director, Customer Experience, Subscription & Digital Merchandising

EBY

Sep 2024 - Sep 2025 (1 year)

Owned CX, subscription strategy, site merchandising, and customer insights, growing subscriber base by 50% and reducing churn by 26%. Rebuilt returns experience and launched AI-powered support on Gorgias.

Recharge Gorgias Loop Redo Stamped Okendo Subscription Management Customer Experience Digital Merchandising VOC分析 AI Automation Conversion Rate Optimization

Sr. Director, Customer Experience & Insights

AS Beauty Group

Feb 2023 - Sep 2024 (1 year 7 months)

Consolidated BPO partners into a single 45-agent operation and led subscription strategy across a 6-brand portfolio. Built Customer Success and phone support functions, and established standardized KPIs and SLAs.

Zendesk Subscribe and Save BPO Management Subscription Strategy Customer Success Automation Self Service KPI development SLA Management

Director, Global Customer Experience

Spanx

Oct 2021 - Feb 2023 (1 year 4 months)

Increased CSAT by 43%, NPS by 25%, and first-contact resolution by 30% across a 65-person global team. Implemented AI-powered deflection strategy on Kustomer and launched social care and loss prevention functions.

Kustomer AI Deflection Strategies Social Care Loss Prevention Customer Experience NPS CSAT First Contact Resolutions

Director CX, Training & Sales Operations

E.C. Scott Group

Feb 2018 - Oct 2021 (3 years 8 months)

Launched the company's first eCommerce operation and led the COVID-19 transition from 90% retail to 70% DTC. Built and scaled CX, training, and sales operations across a 50+ brand portfolio.

Ecommerce DTC CX Training Sales Operations Subscribe and Save Retail Subscription Operations