Stacy Sherman

Stacy is known for expertise in designing & implementing successful Customer-Centric programs that differentiate Business (B2B) and Consumer (B2C) brands beyond price. Over the years, she’s been coaching individuals and leading teams to deploy best in class methodologies & closed-loop processes. She’s currently Head of Customer Experience (CX) & Employee Engagement at Schindler Elevator Corporation (USA), where’s she contributing to record-breaking Net Promoter (NPS) results, Y/Y revenue growth & portfolio protection. Besides CX, Stacy’s led Digital Marketing & Website Conversion Optimization for reputable brands of all sizes & budgets including Verizon Wireless, AT&T, Martha Stewart, ADP, Wilton and more. She’s produced multi-billion dollar sales while increasing customer satisfaction (C-Sat) and Effort scores within cost per acquisition targets. SUMMARY OF EXPERTISE Persona development. Journey mapping. Surveys. Concept validation & Prototype testing. Voice of Customer (VOC) & Employee (VOE) initiatives Agency / Vendor Selection & Relationship Management (i.e. Medallia, ForeSee, Qualtrics, Verint, Adobe, Usertesting) Branding & Traffic Generation (Social Media, Search, Display, Email+) A/B & Multivariate (MVT) Testing. Analytics. eCommerce, Usability (UX) Loyalty & Return Visitor Campaigns (Re-Marketing / Retargeting) Building workplace customer-centric cultures DEGREES AND CERTIFICATIONS MBA, Marketing | Fairleigh Dickenson BSBA, Marketing | American University Big Data | Rutgers University | Rutgers Customer Experience (CX) | Rutgers Customer-Centric Management & Design Thinking | Rutgers Usability Analyst (CUA) | Human Factors (HFI) Search Engine Optimization (SEO) | Ayima Social Media Marketing | Rutgers ON A PERSONAL NOTE CX Writer, Speaker, Blogger: DoingCXRight.com Forbes Contributing Writer 2019 Finalist “CX Leader of the Year” and “CXPA Impact” awards Founding CX Board Member & Advisor @Rutgers University Feature Writer @CustomerThink and @Medium Active Member / Mentor @Ellevate Network International Backgammon player Creator of  Women Leaders Making a Difference Working Mom Balancing It All