David M.

Customer Experience Strategist @ Allstate

About

I design customer experience systems that turn insight into action, helping teams deliver consistent, measurable value across the customer lifecycle. 𝗪𝗛𝗔𝗧 𝗜 𝗗𝗢 I combine customer insights, behavioral data, and internal collaboration to build scalable CX systems. I’ve developed onboarding flows, journey maps, client health scorecards, and internal playbooks that help organizations identify risk early, reduce churn, and strengthen satisfaction and loyalty. 𝗪𝗛𝗢 𝗜 𝗪𝗢𝗥𝗞 𝗪𝗜𝗧𝗛 My work spans SaaS, healthcare, insurance, retail, CPG, and QSR across startups, enterprise teams, and fast-growing companies. I partner with stakeholders in Product, Marketing, Operations, and Customer Success to align internal processes with customer expectations and business outcomes. 𝗛𝗢𝗪 𝗜 𝗗𝗥𝗜𝗩𝗘 𝗩𝗔𝗟𝗨𝗘 At Allstate, I helped streamline omnichannel support and reduce operating costs by over $100K. At Fixt, I embedded success frameworks into team workflows, designed health scorecards that supported early intervention and referrals, and scaled CX systems that remained in use post-acquisition. My work is backed by tools like Gainsight, Intercom, Pendo, and SQL and is grounded in a practical understanding of what makes CX systems effective and sustainable. 𝗖𝗢𝗥𝗘 𝗖𝗢𝗠𝗣𝗘𝗧𝗘𝗡𝗖𝗜𝗘𝗦 • Customer Experience Strategy • Customer Journey Mapping • Health Scorecard Development • Operational CX Enablement • NPS, CSAT, CES Metrics • Cross-Functional Leadership • Data-Informed Program Design Always open to connecting with CX, Insights, or Operations leaders working to scale modern customer systems or align experience design with strategy. davidmazva@gmail.com

Country

United States

City

Greater Chicago Area

Industry

Market Research

Skill

Customer Experience Strategy, Customer Success Enablement, Voice of Customer (VoC) Programs, Customer Success Function Building, NPS, CSAT, and CES Metrics, Cross-Functional Collaboration, Team Building and Leadership, Data Storytelling, Customer Journey Mapping, Customer Lifecycle Management, Retention Strategy Development and Execution, Customer Journey Analytics, Gainsight, Change Management, Consumer Packaged Goods (CPG) Insights, Product Adoption Strategy, Risk Detection Systems, Referral Opportunity Strategy, Training & Enablement, Operational Efficiency

Experience

Customer Experience Strategist

Allstate

2021-7 - 2024-1 · 2 yrs 7 mos

Northbrook, Illinois, United States

• Built and scaled a global support framework adopted by 3,000+ support agents, aligning operations across markets in my role as a Customer Experience (CX) Strategist • Designed loyalty-focused tools and processes that improved early lifecycle retention by addressing key drop-off points in the first 90 days • Helped streamline high-friction support processes and reduce operating costs by over $100K using Voice of Customer (VoC) insights and behavioral data • Developed persuasive, data-backed business cases that secured executive buy-in for customer-centric operational changes • Coached and managed a seasoned direct report while driving CX system adoption across a large service organization

CX Operations & Enablement Lead

Fixt (Acquired by Assurant)

2020-7 - 2021-7 · 1 yr 1 mo

Chicago, Illinois, United States

• Led a company-wide shift to a value-driven Customer Experience (CX) model, embedding success principles across Product, Sales, and Operations • Built onboarding processes, client health scorecards, and reporting frameworks that enabled early risk detection and surfaced upsell and referral opportunities • Developed end-to-end customer journey maps and internal workflows to drive alignment across teams and improve lifecycle engagement • Managed and coached a direct report, ensuring continuity and scalability during CX process transformation

Director, CX Operations and Insights

Numerator

2019-2 - 2020-4 · 1 yr 3 mos

Greater Chicago Area

• Launched a multi-touch Net Promoter Score (NPS) program to gather real-time customer feedback and enable proactive engagement across the journey • Led the end-to-end Gainsight implementation, including workflows, metrics, and change management to improve internal efficiency and CX scalability • Assembled and led a cross-functional task force to identify at-risk clients, improving churn protocols and embedding escalation workflows across teams

Senior Manager, Customer Success

InfoScout (now Numerator)

2016-1 - 2019-2 · 3 yrs 2 mos

Greater Chicago Area

• Built and scaled InfoScout’s first Customer Success function, designing CX systems for onboarding, training, education, support, and retention • Led a six-person CX team, hiring and operationalizing tools and success metrics to support growth from $30M to $1.5B acquisition • Achieved 97% client retention and NPS scores above 55 by building a customer journey model praised by Fortune 100 clients • Developed CX processes and systems that remained in place through the company’s acquisition and continued growth

Client Service Lead

Information Tools (Acquired by Ipsos)

2009-3 - 2015-8 · 6 yrs 6 mos

Auckland, New Zealand

• Advised Fortune 500 clients across CPG, retail, tech, and healthcare on turning customer research into actionable insights for Marketing, Product, and Customer Experience (CX) • Led onboarding, training, and adoption of proprietary dashboards and data platforms to support segmentation, brand tracking, and satisfaction initiatives

Manager, Global Consumer and Business Insights

McDonald's

2008-1 - 2009-2 · 1 yr 2 mos

Oak Brook, IL

• Delivered strategic insights that shaped long-term menu and innovation planning by analyzing global consumer trends in health, convenience, and experience • Identified growth opportunities among older adults and snack-driven consumers, influencing product development and positioning • Led global research initiatives in partnership with Datamonitor to guide kitchen design and platform innovation for future store formats

Sr. Market Research Analyst (One year contract roles)

Infotools onsite analyst at: Coca-Cola, Minute Maid, and McDonald's

2005-3 - 2008-1 · 2 yrs 11 mos

Atlanta, Houston, Chicago

• Supported McDonald’s (Chicago), Minute Maid (Houston), and Coca-Cola (Atlanta) on-site, leading qualitative and quantitative research for segmentation, brand tracking, and customer insights • Trained client teams on onboarding and proprietary data platforms to drive adoption, strategic alignment, and data-informed decision-making

MBA Summer Intern

Yankelovich

2003-6 - 2003-8 · 3 mos

Chapel Hill, NC

• Interpreted Yankelovich quantitative data, identifying consumer trends, which enabled global marketers to make better-informed decisions. • Analyzed and interpreted 2000 U.S. Census Data to assist a client in determining the effects of demographic trends on its particular industry. • Created weekly “MONITOR Minutes,” one-page papers designed to identify consumer trends and offer suggestions to marketers on how to enhance their marketing efforts

Account Coordinator

Momentum Worldwide

1999 - 2001 · 2 yrs

St. Louis, MO

• Interpreted focus group findings and published article reaching over 130 countries on McCann-Erickson Worldwide’s internal website. • Determined and made recommendations for most efficient use of promotional funds by analyzing and recognizing trends. • Led a team by overseeing creative work, ensuring it was strategically on target and completed on time.