Elena Garvey

Experience

• 

  American Express

  Jan 2000 - Jan 2016

  Director, Marketing and Customer Experience

  Recruited as a summer intern and quickly rose through the ranks as a marketer, with roles spanning consumer acquisition, small business customer growth, co-brand partnerships and digital marketing. Recognizing the 'secret sauce' of the brand was in its customer service and experience operations, pivoted to lead customer experience strategy and pilot programs globally, focused on increasing customer engagement and long-term loyalty.

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  AIG

  Jan 2016 - Jan 2019

  Global Head of Customer Experience, General Insurance

  Hired as the first Global Head of Customer Experience, reporting to the CMO, to enable AIG's vision of being its customers' most valued insurer. Led a globally dispersed team to deliver high-impact customer and employee programs at a time of significant transformation.

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  LinkedIn

  Jan 2019 - Jan 2023

  Global Head of Customer Experience

  Tasked with scaling a team of customer experience and sales operations experts to global reach serving LinkedIn 900MM+ members and 75MM+ companies across all products (hiring, learning, marketing, sales solutions). During my tenure, company’s annual revenue doubled to $15B through unwavering focus on delivering customer value, improving ease of doing business, increasing access to self-serve and AI. Established and matured team capabilities around measurement, experience design and customer-centric-culture, subsequently expanding the remit to prioritization and experimentation using agile methodology.Awards & RecognitionLinkedIn Club Award (2022): Awarded to top 1% of non-quota carrying employees globally Show less

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  XM Coach

  Oct 2023 - Dec 2024

  Chief Operating Officer

  Co-Founder and Chief Operating Officer of bankofstories.com, a patent-pending storytelling guide for professionals. Our mission is to help professionals tell their best stories.

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  Martellus, LLC

  Jan 2024 - now

  As the Head of Community, I am responsible for the experience of Martellus experts and NEXT Network members (a by-invitation community of accomplished women committed to helping each other with whatever is next for them at work). My role spans community-building, communications, benefits strategy and administration, streamlining and automating processes to accelerate business growth. Joined Martellus, a specialized consulting network of senior women executives, to bring my expertise in business strategy, marketing and customer experience, to late stage start-ups and Fortune 100 companies. I partner with C-Suite clients and their teams across financial services, technology and other industries, to create strategies and operationalize business transformation across the full customer lifecycle.

  • Head of Community

    Oct 2024 - now

  • Expert

    Jan 2024 - now