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Tiahna McDowell

@tiahnamcdowell

Customer experience executive at CDK Global who established its first enterprise Feedback Governance Council and grew a 130+ member ambassador network.

United States

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At CDK Global, I established the company's first enterprise-wide Feedback Governance Council, bringing senior leaders together to prioritize customer feedback and strengthen accountability. I also built a 130+ member Customer Experience Ambassador network to embed customer-focused practices across the organization.

At Avid Technology, I expanded customer experience capabilities by integrating analytics and PMO functions, and directed change management across business units. I implemented AI-powered natural language processing and sentiment analysis that shortened customer insight reporting from 18 days to 3.

At Lenovo, I managed global customer experience programs and implemented a $3 million Medallia Voice of the Customer platform. I also designed a closed-loop feedback process that achieved a 100% response closure rate and improved issue resolution speed by 80%.

My work spans customer experience strategy, Voice of the Customer, digital transformation, and program management. I'm a Certified Customer Experience Professional (CCXP) and Project Management Professional (PMP), with an MBA from Campbell University.

Experience

Work history, roles, and key accomplishments

Director, CX Programs

CDK Global

Jun 2024 - Sep 2026 (2 years 3 months)

Led enterprise-wide customer experience transformation initiatives by establishing governance frameworks, scaling cross-functional CX programs, and implementing feedback processes that strengthened customer-centric decision-making and supported product innovation.

Customer Experience Strategy Governance Feedback Management AHA Customer Advocacy Program Management Cross functional Leadership

Director, CX Programs

Avid Technology

Apr 2022 - Jun 2024 (2 years 2 months)

Directed enterprise customer experience strategy by expanding CX capabilities, leading organizational change management, implementing advanced analytics, and delivering executive insights that accelerated business performance and customer-focused decision-making.

Customer Experience Strategy Change Management Analytics NLP Sentiment Analysis Program Management Executive Insights

Senior Manager, CX Programs

Avid Technology

May 2021 - Apr 2022 (11 months)

Managed enterprise customer experience programs focused on Voice of the Customer strategy, Net Promoter Score optimization, cross-functional engagement, and continuous improvement initiatives that enhanced customer satisfaction and operational effectiveness.

Voice Of Customer NPS Gainsight Customer Experience Program Management Cross Functional Collaboration

Senior Manager, Customer Experience

SHI International

Aug 2019 - May 2021 (1 year 9 months)

Led strategic customer experience initiatives by driving cross-functional programs, strengthening executive communications, establishing customer advisory programs, and improving organizational alignment to elevate the overall customer experience.

Customer Experience Strategy Cross functional Leadership Executive Communication Customer Advisory Boards Program Management

Project Manager, WW DCG Sales Operations & Strategy

Lenovo

Oct 2018 - Jul 2019 (9 months)

Managed global sales operations and revenue optimization projects by leading enterprise platform implementations, coordinating international stakeholders, and delivering process improvements that enhanced forecasting accuracy and business performance.

Sales Operations Revenue Operations Clari Project Management Stakeholder Coordination Process Improvement

Project Manager, WW DCG Customer Experience

Lenovo

May 2016 - Oct 2018 (2 years 5 months)

Led global customer experience initiatives supporting Lenovo's Data Center Group by managing enterprise Voice of Customer programs, executive reporting, customer feedback strategy, and cross-functional project delivery.

Voice Of Customer Medallia Customer Feedback Program Management Executive Reporting Feedback Loops

B2C Product Owner, Global Web Development

Lenovo

Dec 2014 - May 2016 (1 year 5 months)

Managed the customer experience and product roadmap for Lenovo.com worldwide, prioritizing enhancement requests from global business units to improve online engagement, customer satisfaction, and revenue growth.

Product Management Web Development Customer Experience Stakeholder Management Budget Management

Manager, Americas B2B eCommerce

Lenovo

Jun 2012 - Dec 2014 (2 years 6 months)

Championed B2B web adoption through customer and sales enablement initiatives, surpassing the annual revenue target by achieving 104% of the $980M goal. Directed web account managers and production teams across three geographic regions.

B2B E Commerce Sales Enablement Revenue Growth Team Leadership Strategic Planning

Team Lead / eCommerce Project Manager

Lenovo

Aug 2009 - Jun 2012 (2 years 10 months)

Designed and implemented a web analytics program that measured revenue performance and customer utilization, enabling data-driven marketing and customer engagement strategies. Managed eCommerce initiatives while partnering with field sales teams and enterprise customers.

Web Analytics Ecommerce Project Management Sales Enablement Training

Inside Sales Account Manager

Lenovo

Dec 2005 - Aug 2009 (3 years 8 months)

Managed strategic client relationships across the New York and New Jersey territories, consistently exceeding sales quotas through consultative solution selling. Maintained accurate sales forecasting while recommending technology solutions aligned with customer objectives.

Inside Sales Account Management Consultative Selling Sales Forecasting Training