Kim McCormack

Background

About Kim McCormack

I'm passionate about transforming businesses to achieve greater efficiency and customer satisfaction. With a strong background in transformation management and process improvement in the retail and tech sectors, I’ve consistently led cross-functional teams to optimize operations and create real business value. Currently, I serve as the Director of Customer Success Program Management at Diligent. In this role, I design and implement strategies to enhance the customer journey, from onboarding to adoption and retention. By collaborating with cross-functional teams, I work to ensure that our Customer Success Managers (CSMs) and clients have the best possible experience. I focus on using digital tools to boost engagement and manage clear communications with our customers, ultimately driving successful outcomes through feature adoption and migrations. Before joining Diligent, I was the Senior Manager of Service Transformation at Wayfair. There, I analyzed the customer journey to find ways to improve satisfaction and streamline operations. I used data analytics and customer feedback to make strategic recommendations, aiming to improve response times and increase first-contact resolution rates. My efforts helped align team objectives and elevate our customer service to new heights. I have a Master of Science in Strategic Quality Management from the University of Limerick and a Bachelor of Business from Galway Business School. My approach combines Lean Thinking, Quality Science, and Agile methodologies with a focus on strategic planning and change management. Known for my ability to engage and influence without authority, I thrive in dynamic environments where I can collaborate with stakeholders at all levels to drive continuous improvement.