Pat Larson

Background

About Pat Larson

Customer experience innovator and influencer recognized for helping Fortune 500 companies across multiple industries more clearly hear the customers' unified voice, act on what matters most, and align the business with the customer experience. Known for translating business challenges, customer stress, uncertainty, and frustration in brand interactions into practical solutions that drive customer growth, retention, and team performance. Expert in promoting collaboration, building trusted partnerships, breaking down silos, and uniting efforts to earn a lasting love for brands that solidify business growth. Starting at Xerox, leading culture-changing work that helped win the Malcolm Baldrige National Quality Award, my experiences include- Creating collaborative cultures across organizational boundaries in designing and launching Mazda's first branded customer loyalty survey- Leading Six Sigma at GE Capital Card Services- Infusing change management and process improvement systems across silos at Nordstrom- Driving a cross-channel customer loyalty and measurement strategy at Wells Fargo- Introducing and leading an innovative online community of Wells Fargo customers, accelerating actionable customer experience insights to the business- Directly engaging with guests to deliver memorable experiences with the Seattle Mariners at T-mobile Park. I am naturally passionate and energetic about the customer. Engaging everyone in designing and delivering frictionless experiences (reliable, relevant, valuable, and trustable) and making moments matter energizes me. I am a hands-on, non-bureaucratic, process and data-driven leader, passionate about helping my colleagues succeed.