Lisa Nance

Background

About Lisa Nance

I am a Transformational Client Experience Leader with extensive experience in customer insights and analytics, process improvement and optimization, customer journey mapping, and training and development. I have a passion for helping companies set up and implement client experience initiatives that improve performance, boost efficiencies and drive bottom-line results. CLIENT EXPERIENCE ADVOCATE - Strategized and executed the launch and evolution of client experience, establishing Voice of Customer (VOC), journey mapping, key client metrics, and employee engagement initiatives. CUSTOMER INSIGHTS & ANALYTICS - Championed the deployment of the first surveys at the bank to gather actionable feedback and client insight, creating Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). CUSTOMER JOURNEY MAPPING - Led the treasury onboarding re-engineering, using journey mapping technique to drive the process, facilitate sessions, summarize findings, and present recommendations, facilitating exceptional NPS & satisfaction scores. TRAINING & DEVELOPMENT - Operated as a member of the sales team that secured $100 million in licensing contracts; oversaw software demonstrations, co-facilitated strategy sessions, handled scope documents, and offered banking expertise. TRANSFORMATIONAL LEADERSHIP - Served as the industry SME on transformational projects for top retail banks, including U.S. Bank, SunTrust, Regions Bank, Frost Bank, Bank of New York, and First Horizon Bank.