Noriko Tanaka Zingariello
About Noriko Tanaka Zingariello
Noriko Tanaka Zingariello serves as the Director of Customer Experience at Axway, where she has worked since 2013. With a background in user experience and a strong educational foundation in marketing and literature, she has significantly contributed to customer experience initiatives and improvements at the company.
Work at Axway
Noriko Tanaka Zingariello has served as the Director of Customer Experience at Axway since 2013. In this role, she has been instrumental in building the Voice of the Customer program from the ground up within the newly formed Customer Experience team. She manages cross-functional Customer Experience programs that focus on cloud service improvement and customer support innovation. Under her leadership, Axway acquired the Experience Management platform, Qualtrics. She oversees a team responsible for tracking the Net Promoter Score (NPS) company-wide, achieving a 37-point increase over four years. Additionally, she has implemented initiatives to enhance employee awareness of customer centricity, including CX hackathons and NPS webinars.
Education and Expertise
Noriko Tanaka Zingariello holds an MBA in Marketing from Rutgers Business School. She also earned a Bachelor of Arts in Literature from Waseda University. Her educational background provides a strong foundation for her expertise in customer experience and user experience design. This combination of business acumen and literary studies contributes to her effective communication and strategic thinking skills in her current role.
Background
Prior to her tenure at Axway, Noriko Tanaka Zingariello accumulated extensive experience in user experience and customer-focused roles. She worked at AXA in various capacities, including Senior User Experience Consultant and Consultant in the E-communication Group. Her experience also includes positions at AXA Equitable as a User Experience Consultant and Information Architect. Additionally, she worked at GE Capital and Merck Sharp & Dohme GmbH, where she held roles focused on user experience and project management.
Achievements
During her career, Noriko Tanaka Zingariello has successfully managed initiatives that have significantly improved customer experience metrics at Axway. She has conducted workshops and interviews to map end-to-end customer journeys, which are now displayed in Axway offices globally. Her leadership in managing surveys and tracking NPS has led to notable improvements in customer satisfaction. Furthermore, she has played a key role in implementing company-wide initiatives aimed at fostering a culture of customer centricity within the organization.