Experience

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  Ford motor company

  Mar 1989 - Nov 2014

  Develop engineering transfer functions to deliver class leading J.D. Power APEAL performance. Support Vehicle Engineering function (Wind Noise, Interior quietness etc.) Lead continuous improvement Kaizen events to eliminate waste at assembly plants and component manufacturing sites. Lead and deliver projects to improve vehicle quality. Coach and mentor new Sensei candidates through certification. Teach analytical techniques to new Master Black Belt candidates. Subject matter expert (SME) in data analysis techniques and performing population studies for North American operations. Show less Develop and deploy strategic customer satisfaction improvement plan. Work with core engineering teams to resolve systemic cross-carline customer concerns. Sponsor failure mode oriented customer clinics and e-surveys. Lead efforts to correlate engineering measures to external customer information. Identify high mileage concerns requiring resolution by Full-Service Suppliers. Translate customer dissatisfaction concerns into engineering projects. Engage suppliers and STA engineers. Lead and coach teams through the 8-phase reliability method. Show less

  • Functional Leader Global Purchasing

    Dec 2010 - Nov 2014

  • Kaizen Sensei & Corporate 6-Sigma Master Black Belt

    Sept 2005 - Dec 2010

  • Process and Methods, Supervisor

    Nov 2003 - Sept 2005

  • Reliability Engineering Supervisor

    Nov 1999 - Nov 2003

  • Manufacturing Engineer

    Mar 1989 - Nov 1999
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  General motors

  Nov 2014 - now

  Generate insights that move the customer experience higher. Set enterprise priorities across multiple lines of business to support Executive leadership goals. Analyze unstructured data (written and speech) to identify, visualize and prioritize critical customer experiences. Develop ontologies to train the XM Discover (Clarabridge AI) tool leading to actionable customer insights, pain points and product issues. Drive improvement in experiences to deliver best in class performance as GM transitions to an all EV future. Apply proven statistical methods and 6-Sigma techniques to measure and monetize gains. Develop action plans around customer "moments that matter" Show less Working with Senior Leaders across the company to identify and deliver 90+ opportunities yielding $600M in improvements. Broad background in all facets of the auto industry (Manufacturing, Vehicle Engineering, Launch, Quality, Purchasing, Connected Customer - OnStar, Call Center Operations). Expert in data driven process improvement methods. Apply advanced analytical methods to drive focused, disciplined and sustainable improvements. Teach continuous improvement methods to all levels of Leaders. Show less

  • Associate Director - CX Voice Of The Customer Insights & Behaviors

    Feb 2021 - now

  • Senior Manager, Operational Excellence Master Part Complexity Reduction

    Jun 2018 - Feb 2021

  • Senior Manager, Operational Excellence Master OnStar

    Nov 2014 - Jun 2018