Devin Laffey, Ccxp
About Devin Laffey, Ccxp
Devin Laffey serves as the Director of Membership Quality at Wider Circle, where he focuses on enhancing customer experience through data analytics and voice of the customer programs. With a background in customer experience management at Benchmark Senior Living and a strong educational foundation in business and marketing, he brings extensive expertise in culture change management and customer satisfaction metrics.
Work at Wider Circle
Devin Laffey serves as the Director of Membership Quality at Wider Circle, a position held since 2021. In this role, he focuses on enhancing the overall quality of membership experiences. He has implemented and managed voice of the customer programs, utilizing data analytics to drive improvements across the organization. His work is conducted remotely from Redwood City, California.
Previous Experience at Benchmark Senior Living
Devin Laffey has extensive experience at Benchmark Senior Living, where he worked in various roles from 2013 to 2021. He began as Coordinator of Customer Experience, then advanced to Senior Manager, Customer Experience, and finally served as Corporate Manager, Customer Experience. His responsibilities included improving customer experience strategies and managing IT integration and testing for survey creation and program maintenance.
Education and Expertise
Devin Laffey holds a Master of Business Administration (M.B.A.) from Lynn University, where he studied Mass Communication & Media Management with a minor in Marketing. He also earned a Bachelor of Science (B.S.) in Marketing from the University of Tampa. His educational background supports his expertise in customer experience management, data analytics, and culture change management.
Background
Devin Laffey completed his high school education at Ridge High School from 2004 to 2007. He furthered his education at Marist College for one year before transferring to the University of Tampa. His diverse educational path laid the foundation for his career in customer experience and management.
Achievements in Customer Experience Management
Devin Laffey specializes in creating and maintaining dashboards for program monitoring and reporting. He is recognized for his expertise in using Net Promoter Score systems to enhance customer satisfaction and loyalty. His focus on culture change management has contributed to the development of effective customer experience strategies.