Heidi Taylor, CCXP, PMP

Experience

• 

  Intel Corporation

  Jan 2000 - Jan 2003

  Market Research Specialist

  • Led key data collection and analysis for both primary and secondary research to the server divisions within the company• Managed multimillion-dollar budget• Designed and implemented numerous studies, including determining business requirements, analyzing the data, creating and presenting the results, and making strategic recommendations• Presentations to C-Suite

• 

  Microsoft

  Jan 2004 - Jan 2006

  Market Research Manager

  • Led primary research studies for the Microsoft server line of software products • All studies directed from conception including elicitation of business needs and requirements, through completion and presentation of the results up to GM levels• Using the strategic recommendations based on these projects, changes were implemented to the marketing direction for their server line products• All work was done through collaboration with key partners across several business units

• 

  IBM

  Jan 2012 - Jan 2013

  Worldwide Marketing Manager for High Performance Computing

  • Key analyst for bid tracking and analysis, triaging new opportunities for technical and cost optimization • HPC liaison with the sales-facing bid pipeline; this work resulted in sustainable process improvements to review opportunities quicker, more thoroughly, and with more detail than previously attainable• As a PM for an award-winning new storage offering, I was instrumental in driving a successful worldwide launch and growing adoption• As the subject matter expert, I drove requirements, roadmap, forecasting, and internal and external collateral development Show less

• 

  Lenovo

  Feb 2016 - now

  • Project manager for our Global Customer Journey Mapping initiative, evaluating Lenovo’s Customer journeys via mapping and persona work to identify specific customer touchpoints for both Business to Consumer (B2C) and Business to Business (B2B). Resulted in over 45 unique workstreams to improve our customer experience.• Lead researcher for both internal and external surveys designed to capture key metrics for deep analysis and understanding of top customer pain points and drive action through the operations team for customer experience improvement.• Extensive presenting to key audiences around the globe, presenting complex data in understandable formats.• Managed the process for implementing an Agile project framework for team via Monday.com, aligning all CX teams to standards for broad tracking.• Designed and developed a Closed loop management Dashboard for sales to easily identify and act on key customer issues.• Created more than 15 training documents for our Enterprise Feedback Platform, Agile methodology as well as Customer Experience best practices. Show less • Lead our complex EFM request for proposal (RFP) process, including creating and managing detailed technical and business requirements. Lead to the selection of a new EFM Vendor, saving the company significant costs.• Manager of the Enterprise-wide survey design and development program used throughout the company, handling customer feedback to Lenovo obtained through all channels.• Expert survey designer, aligning to industry best practices and to better capture the Voice of the Customer (VoC)• Analyzed and implemented strategic and tactical improvements to our Action Management program, allowing a Root Cause to be established for thousands of previously unclassified cases.• Extensive use of Forsta Survey platform and Qualtrics Natural Language Processing (NLP) platform.• Creator of dozens of internal training documents to enhance our teams standardization and knowledge on key topics such as project management and platform management.• Served as a mentor for early career employees for more than 5 years Show less • Lead for a team of nine individual contributors in five countries, with a diverse range of responsibilities from account management to operations• Key linkage between my team and Sales, IT and other divisions. • Managed thousands of e-commerce B2B websites generating millions of dollars in revenue.• Point of escalation and guidance for my team, as well as representative to multiple levels of management. • Managed two direct customer feedback surveys. My analyses were utilized every year in our division planning processes to drive market insights into business decisions Show less • Manager of e-commerce B2B websites for both NA and International corporate accounts• Ensuring accurate 24x7 access their contracted systems and accessories• Extensive internal and external engagement• As part of the Operations team, working towards the transition from one e-commerce platform to another. This includes QA work including bug management• Cross-functional collaboration, and working in multiple systems such as metrics analysis, SAP CRM, HMC, JIRA, Tableau and Easy Project, and using Agile methodology Show less

  • Senior Global CX Project Manager

    Jun 2023 - now

  • Enterprise Feedback Manager/Voice-of-the-Customer

    Jan 2022 - Jun 2023

  • Team Lead - Ecommerce Project Managers

    Jul 2018 - Dec 2022

  • Web Project Manager

    Feb 2016 - Jun 2018