Carson Drawe

Background

About Carson Drawe

I'm a customer experience (CX) leader who builds the systems, processes, and teams that make great CX possible at scale. My work sits at the intersection of people leadership, operational design, and AI — and I care as much about the individual customer interaction as I do about the infrastructure behind it.Currently, I own end-to-end customer experience across both the B2B and consumer divisions of Wilson Connectivity, managing interactions across voice, chat, and email. My primary focus has been architecting and deploying a conversational AI implementation using Intercom Fin — building the knowledge base, designing escalation protocols, and leading a phased rollout to meaningfully improve resolution speed and consistency, delivering a consistent, friendly, and proactive CX. I work cross-functionally with product, engineering, and leadership to turn customer data and feedback into decisions that actually move things forward.Before Wilson Connectivity, I spent nearly three years as Director of Student Development at NeuroDev, where I owned daily operations, managed a portfolio of high-stakes stakeholder relationships, and built process infrastructure from the ground up in a startup environment. I designed communication workflows, created escalation frameworks, and served as the primary point of contact between clients, internal teams, and external partners — experience that maps directly to the cross-functional, relationship-driven work I do today.Outside of my day job, I founded Museo Southern Utah, an e-commerce and community platform connecting local artists with buyers through storytelling-driven commerce.I'm bilingual in English and Spanish, completing a B.S. in Psychology, and always looking for ways to use technology to ensure a consistent, friendly, and proactive CX.