Lisa M.
About Lisa M.
Lisa M. serves as the Leading CX Strategist at Enova International, focusing on VOC Service Recovery, Social Advocacy, and Quality Assurance. With over 13 years of experience, she partners with stakeholders to enhance customer satisfaction and drive innovative initiatives in the call center.
Work at Enova International
Lisa M. has been with Enova International since 2011, serving as the Leading CX Strategist, VOC Service Recovery, Social Advocacy, and Quality Assurance professional. Over her 13 years in this role, she has been based in Chicago, Illinois. Her work involves collaborating with business stakeholders to implement innovative initiatives within the call center, focusing on enhancing customer satisfaction and achieving financial outcomes for the company.
Customer Experience Strategy
In her role, Lisa M. conducts comprehensive quantitative and qualitative customer research aimed at improving the overall customer experience. She employs a holistic, data-driven approach to identify customer friction points, motivations, needs, and goals. This methodology enables her to drive effective solutions that are informed by customer feedback and employee engagement.
Innovative Solutions Development
Lisa M. challenges teams to create innovative solutions by utilizing various idea-generating methods and mindsets. Her focus on journey mapping and social advocacy allows her to develop strategies that are responsive to both customer and employee insights. This approach fosters a culture of creativity and problem-solving within the organization.
Quality Assurance and Service Recovery
As part of her responsibilities, Lisa M. oversees quality assurance and service recovery initiatives. She ensures that customer interactions meet high standards and that any service failures are addressed effectively. Her efforts contribute to maintaining a positive customer experience and reinforcing the company's commitment to service excellence.