Kia Wilson

Background

About Kia Wilson

I’m a digital and service transformation leader with 18+ years of experience guiding Fortune 100 organizations through large-scale change. My focus has always been on reimagining customer journeys, scaling omni-channel service models, and equipping employees with the tools they need to deliver seamless, trusted experiences.At Verizon, I led enterprise-level initiatives that generated $20M+ in incremental revenue, grew digital adoption by 5x, and modernized customer engagement across mobile, retail, and streaming platforms. From developing 36-month product roadmaps to redesigning mobile apps through human-centered design, I’ve driven measurable outcomes—improving satisfaction scores, boosting acquisition, and reducing operational costs through self-service adoption.As a Lean Six Sigma Black Belt and Agile leader, I bring a disciplined yet innovative approach to transformation, blending process optimization with customer-first design to create scalable, future-ready service models. Recognized with multiple leadership awards, I’m passionate about building cross-functional teams, forging executive alignment, and embedding continuous improvement into every stage of transformation.I thrive at the intersection of strategy, technology, and people—and I’m committed to helping organizations like Farmer’s Insurance modernize their service models, strengthen customer trust, and prepare for the future of digital engagement.