Sprint Business

I led the team that was charged with improving key touch points for the corporate liable customer journey. The team conducted over 100 internal and external interviews, collected several months of customer verbatim comments and compiled and synthesized that data to document current corporate liable touch points. Customers, sales, care and the CX team then met face to face in Kansas City. We identified and prioritized pain points and customer needs, and ideated on opportunities where we could drive rapid and long term change.