Jacqueline M.

You don't just improve customer experience — you build the systems that make it scale. I'm a CX and operations leader with 8+ years building retention programs, onboarding journeys, and operational infrastructure for high-growth startups. I've led teams of 90, managed 850K+ customer bases, and delivered results that move the needle on the metrics that matter most: retention, activation, cost efficiency, and revenue. What I bring to your business: Retention strategy that actually moves the needle — If you're losing customers and can't pinpoint why your save attempts aren't working, I'll find the gaps and fix them. I've taken retention deflection from 3% to 26% — not with guesswork, but with segmented journeys, behavioral triggers, and tested offer logic. Onboarding that turns signups into customers — Most onboarding leaks happen in the first 7 days. I'll audit where you're losing people, build the flows that close the gap, and set up the automation so it runs without you. Operations that scale without ballooning headcount — If your support costs are growing faster than your revenue, that's a solvable problem. I build automation and workflow systems that let your team do more with less — I've reduced projected hiring needs by 21% doing exactly this. Experimentation that compounds over time — One-time fixes don't build durable retention. I set up testing frameworks — messaging, timing, incentives, segmentation — so your results keep improving after I'm gone. I've done this across fintech, SaaS, and SMB financial products — and I work cross-functionally with Product, Engineering, and Data to make sure CX strategy is tied to the roadmap, not siloed from it. If you're dealing with churn, a leaky onboarding funnel, a CX team that's reactive instead of strategic, or operations that haven't kept up with your growth — I can help. Tools: Intercom · Retool · Customer io · Braze · Marketo · Salesforce · HubSpot · Looker · Mixpanel · SQL · Statsig · Zendesk