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Raymond Gerber

@raymondgerber

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Product leader at JourneyCentric-CX building governed AI experience platforms and a patient-controlled health passport.

United States

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What I'm looking for

I’m poised to deliver significant impact for Centene Corporation.

At JourneyCentric-CX and the Institute for Journey Management, I initiated a cross-enterprise experience platform spanning journey context, engagement, diagnostics, decisioning, and continuous redesign. I also engineered its multi-agent operating architecture and Pipeline Coordinator control plane.

I conceptualized the Engagement Plan model, Outcome Contracts, customer simulation, and a closed-loop approach to relationship engagement and experience redesign. I also architected a governed Domain Intelligence system that grounds foundation models in curated journey-management knowledge.

At JourneyCentric-CX, I’m architecting and building a patient-controlled health passport for coordinating fragmented health information. Its capabilities include AI-assisted medication capture, interaction checking, adherence scheduling, consent management, and tamper-evident audit capabilities.

At Qualtrics, I contributed to Generative AI product leadership and spearheaded product strategy for Journey Analytics and Orchestration. Previously, at Thunderhead, I architected and scaled the ONE Engagement Hub and directed a team of over 200 professionals across Product, UX/Research, Engineering, QA, and SaaS Operations.

Experience

Work history, roles, and key accomplishments

Current

Founder & Principal / Co-Founder

Current

JourneyCentric-CX / Institute for Journey Management (i4JM)

Nov 2024 - Present (1 year 11 months)

Initiated and established a cross-enterprise experience platform encompassing journey context, relationship engagement, experience diagnostics and recovery, feedback mechanisms, decisioning logic, orchestration, measurement, and continuous redesign. Engineered the multi-agent operating architecture and the Pipeline Coordinator control plane, integrating data quality, signals, knowledge management,

Distinguished XM Scientist

Qualtrics

Jul 2022 - Oct 2024 (2 years 3 months)

Functioned as a core contributor to Generative AI (GenAI) product leadership, translating LLM capabilities into enterprise experience-management, journey optimization, feedback analysis, and customer-engagement strategies, prototypes, and adoption frameworks. Spearheaded product strategy for Journey Analytics and Orchestration, collaborating across Product, Engineering, customer stakeholders, and

Generative AI LLM Journey Analytics Orchestration Experience Management Product Strategy Customer Engagement Feedback Analysis Prototyping Adoption Frameworks

Chief Product Officer / Chief Technology Officer

Thunderhead

Mar 2011 - Jun 2022 (11 years 3 months)

Architected and scaled the ONE Engagement Hub, a comprehensive platform for journey orchestration, real-time context management, ML-driven intent recognition, decisioning, personalization, and enterprise SaaS. Conceived the ML Intent Analyzer and directed a team of over 200 professionals across Product, UX/Research, Engineering, QA, and SaaS Operations, including approximately 10 Product Managers

Journey Orchestration Context Management Machine Learning Intent Detection Decisioning Personalization Enterprise SaaS Product Management UX Research Engineering Leadership QA SaaS Operations Salesforce Marketing Cloud OEM Integration Strategies

VP, Customer Experience & Product

Pegasystems

Feb 2010 - Feb 2011 (1 year)

Contributed to the productization and scaling of the Next-Best-Action decisioning engine, embedding ML capabilities into real-time engagement across CRM, marketing, customer service, and core business processes; this platform was later highlighted in prior company materials as generating over $400 million in Annual Recurring Revenue (ARR).

Next Best Action Decision Engine Machine Learning Real Time Engagement CRM Marketing Customer Service Productization Scaling

VP, Product Management & CTO

Chordiant Software

Oct 2007 - Jan 2010 (2 years 3 months)

Directed the Product, ML, Engineering, QA, and technical divisions, comprising approximately 250 personnel; managed a Product Management team of 10 individuals overseeing CRM, marketing automation, BPM, and predictive decisioning solutions. Advanced real-time targeting and Next-Best-Action (NBA) strategies for major global banks and telecommunications companies, significantly contributing to Chord

Product Management Machine Learning Engineering Leadership QA CRM Marketing Automation BPM Predictive Decisioning Real Time Targeting Next Best Action Magic Quadrant

CIO & CTO

CompuCredit

Jan 2005 - Jan 2007 (2 years)

Oversaw product and technology strategy for consumer lending operations, including customer acquisition, origination, servicing, risk management, fraud prevention, and customer platforms supporting millions of interactions; implemented real-time decisioning and ML-enabled credit and onboarding capabilities.