Open to opportunities

Michael Terry

@michaelterry

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Customer experience leader with 10+ years in insights-driven programs.

United States

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What I'm looking for

I am seeking a role that fosters collaboration, values customer insights, and offers opportunities for professional growth.

With over a decade of experience in customer experience and Voice of Customer (VoC) and Voice of Employee (VoE) leadership, I have a proven track record of building scalable, insights-driven programs across various sectors, including SaaS and enterprise organizations. My expertise lies in translating qualitative and quantitative feedback into actionable operational improvements, which has significantly enhanced retention rates and employee satisfaction.

At Cisco, I designed and scaled a global VoE program that captured critical feedback across key employee lifecycle stages. By leading cross-functional workgroups and embedding best practices into daily operations, I launched automated workflows that surfaced at-risk cohorts for immediate action. My previous role at Via allowed me to operationalize a holistic VoC strategy, where I successfully reduced customer churn and improved support processes, resulting in a significant drop in ticket volume while maintaining high customer satisfaction scores.

Experience

Work history, roles, and key accomplishments

Current

Program Director, Voice of Employee (VoE)

Current

Cisco

Nov 2022 - Present (2 years 8 months)

Designed and scaled a global Voice of Employee (VoE) program, capturing feedback across key employee lifecycle stages. Led cross-functional workgroups to embed Qualtrics best practices into daily operations, launching automated workflows triggered by survey insights.

Voice Of Employee (VoE)Qualtrics Program Management Change Management Data Analysis Stakeholder Management Process Improvement

Director, Voice of Customer

Via

Sep 2021 - Present (3 years 10 months)

Designed and operationalized a holistic Voice of Customer (VoC) strategy covering Support, Product, and Go-to-Market functions. Created automated NPS and post-interaction surveys, and overhauled the customer knowledge base and support processes.

NPS Zendesk Customer Journey Mapping GTM Strategy Customer Retention Knowledge Management CSAT

Enterprise Client Success Manager

Feb 2020 - Present (5 years 5 months)

Partnered with internal technical teams to integrate MX into financial institution client ecosystems. Identified critical customer journey touchpoints and developed custom Voice of Customer programs.

Client Success Project Management Customer Journey Mapping Integration Account Management

Head of Customer Success Enablement

Qualtrics

Jan 2014 - Present (11 years 6 months)

Built and scaled global onboarding and enablement programs for customer success teams, eliminating over 800 hours/week of inefficiencies by streamlining CS workflows. Produced more than 200 training/support videos and launched the Qualtrics Certification program for enterprise clients.

Onboarding Workflow Optimization Training Development Qualtrics Program Management Content Creation

Education

Degrees, certifications, and relevant coursework

Brigham Young University

B.A. Economics, Economics

Completed a Bachelor of Arts in Economics with a minor in Business Management. Gained foundational knowledge in economic principles and business administration.