Shelly Chandler

Experience

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  Federated Hermes

  Jan 1993 - Jun 1996

  Product Marketing Manager

  - Co-created the marketing plans for three mutual funds, providing marketing materials for institutional investors- Wrote and implemented strategic marketing plans to reposition fixed income product line, creating all sales materials for multiple audiences

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  PNC

  Nov 1996 - Aug 2005

  Vice President, Product Marketing

  - Managed customer experience, product development and marketing functions for PNC's self- service banking division- Developed channel strategy, improved customer experience, and designed new functionality and revenue sources for mature product/delivery channel.

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  Wells Fargo

  Aug 2005 - Aug 2012

  Vice President, Customer Experience, Physical Channels

  - Created and managed the Customer Experience program for the ATM and Store Strategy Division - Voice of the Customer, customer research, customer advocacy and improvement programs - Process improvement champion and award winner

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  Clarivate

  Aug 2012 - Aug 2016

  Customer Experience Consultant, Director

  - Acquired and led client engagements to drive measurable improvements in customer experience via diagnosis, design and delivery. - CX strategy development and execution, customer journey mapping, VoC council and program development, vendor selection, brand and CX linkage and CX program re-design.

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  Forsta

  Feb 2017 - Jun 2019

  Vice President, Customer Experience Consulting, Americas

  - Led internal CX consulting division in Americas to assist clients with customer experience strategy and optimization of their VoC platforms and CX programs. - Built eight defined consulting services used by clients to achieve greater CX maturity.

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  American Tire Distributors

  Mar 2020 - Jun 2022

  Vice President of Customer Experience

  - Developed inaugural customer experience function and built out a team within a progressive B2B automotive services company focused on distribution and logistics excellence. - Reworked customer feedback program and created mature insights program; introduced experience design and established portfolio of CX transformation projects-Led a team of project managers supporting sales initiatives

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  Delaware North

  Apr 2022 - Dec 2022

  Vice President of Customer Experience

  - Brought in to level up customer experience activities/team and build and execute a mature CX strategy. - Tripled size of team, deepened maturity of customer insights, introduced experience design, and built out customer activation activities within five very different business units.

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  EvolveCX Consulting

  Jan 2023 - May 2024

  Founder and Principal Strategist

  Working with C-Suites to establish and scale Customer Experience functions across their businesses for optimal effectiveness and business outcomes.

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  Wells Fargo

  Apr 2024 - now

  Executive Director, Client Experience