Grace Black
About Grace Black
Grace Black serves as the Group Director of Employee Experience in Professional Services at Medallia, where she has worked since 2021. With over 20 years of experience in employee engagement and process transformation, she has successfully maintained a 100% employee retention rate and developed strategies that improved customer recovery scores.
Current Role at Medallia
Grace Black serves as the Group Director of Employee Experience within the Professional Services division at Medallia. She has held this position since 2021 and is based in Kansas City, Missouri. In her current role, she focuses on cultivating healthy employee-employer relationships and has maintained a 100% employee retention rate.
Previous Experience at Medallia
Before her current position, Grace worked at Medallia as a Senior Consultant in Employee Experience from 2019 to 2021. During her tenure, she contributed to various initiatives aimed at enhancing employee engagement and satisfaction.
Background in Marketing and Project Management
Grace Black has a diverse background in marketing and project management. She worked as a Marketing Account Manager at Ruf Strategic Solutions from 2007 to 2009 and later served as a Project Manager for Customer Insights at SMG - Service Management Group from 2009 to 2012. Additionally, she held the position of Senior Project Manager at Intouch Solutions for a brief period in 2018.
Education and Expertise
Grace earned her Bachelor of Arts in Human Resources Management and Services from Ottawa University, where she studied from 2003 to 2006. Her expertise includes process transformation and change management, enabling her to help national and global brands develop effective people strategies.
Achievements in Employee Engagement
Throughout her career, Grace has developed techniques and training that led to a 15% decrease in customer complaints and a 25% improvement in customer recovery scores. She also served as Senior Practice Manager for Employee Engagement at SMG from 2012 to 2018, where she focused on enhancing employee engagement strategies.