There's nothing like starting entry-level in customer-facing roles to give you a passion for the Voice of the Customer. Hearing directly from customers about how poor planning and ineffective change management affected their lives made me realize I wanted to be part of the solution.

At Bank of America, I led Customer Service Call Centers, which resulted in a career path into Project Management, and eventually large-scale, enterprise change Program Management including mergers, acquisitions and divestitures, new product launches, operational optimization, systems integrations, and developing regulatory compliance systems. Regardless of the project or program, those early days instilled in me the importance of keeping customer and employee experiences as key priorities in our approach and solutions.