Jimmy Huynh

Marketing | Strategy | Tech Career Coach | eLearning | Business Development | Growth | Tech

I used to measure success by titles, salaries, and achievements. I worked with brands like Google, Samsung, Roku, and Sony, led amazing teams, and hit all the marks society says make you “successful.” 

But deep down, I felt small and stuck, like something important was missing.

Eventually, I realized I wasn’t living a life that felt true to me, I was living one I thought I was supposed to. 

That’s when I started letting go of the beliefs, expectations, and blockers holding me back. I got honest about what I really wanted: freedom, purpose, and a life I actually loved.

But it meant walking away from my 6-figure salary tech job and into the unknown..

Now, my focus is on living my full potential and helping others do the same. Whether it’s through coaching, creating events/experiences, or working on projects/investments I believe in, I’m all about fearlessly taking action to realign with the life we deserve.

If you’re feeling stuck or just curious about what life could look like beyond the “shoulds,” let’s connect! You’re not alone!

CEO, Owner, Peak Performance Career Coach

As the founder of High Achiever HQ, I lead a transformational career coaching business specializing in propelling non-technical and non-managerial professionals in the tech industry towards exponential growth. Our meticulously crafted coaching programs combine cutting-edge psychology insights with the most up-to-date frontline industry trends, enabling professionals to rapidly ascend their career trajectories. 

Join us to harness experience, technology, and strategic mindset shifts, and accelerate your journey towards success on your terms.
https://highachieverhq.com

USAA

AVP, Distribution and Service Modernization

Farmers Insurance

● Spearhead digital initiatives across the enterprise with a focus on delivering strategic self-serve capabilities for customer-facing digital assets including the website, and mobile app for an insurance company with 50k agents and 11M customers

● Lead geographically-dispersed team across the US with 8 direct reports including Product Managers and Senior CX Product Managers, each with an Agile team of product owners and developers

● Own digital operations for direct and agent channel customers, acting as journey owner for entire enterprise and product manager for digital side, running 3-month Agile planning intervals with a mix of Kanban; report to CXO/Head of CX

● Supervise digital team operations from project strategy and business case to testing and launch in partnership with Marketing Information Technology (IT) and UX; refine workflow processes, ensuring efficient prioritization and delivery

● Leader of Digital Center of Excellence, partnering cross-functionally with Claims, Service Operations, and Distribution on web and digital channels and mobile applications

● Hired, trained, and coached 8 direct reports, promoting 3 into senior positions; host regular team events including happy hours, volunteering, and games to build culture of openness, engagement, growth, and employee retention 

● Assumed ownership of Foremost Insurance brand’s website and CX, inheriting new team members and providing empathetic coaching to help them grow; integrated Foremost’s digital service experience, mobile app, and end-to-end CX

● Integrated 2 self-serve websites into current Farmers platform after Metlife acquisition, bringing Metlife to parity with Farmers functionality and experience

Director, Customer Experience and Digital Operations

● Built the 1st-ever CX team from the ground up, including structure, roles, and responsibilities, strategic agenda, and roadmap

 ● Evolved, governed, and implemented a world-class customer and agent response capability across enterprise addressing key customer issues

● Informed enterprise customer/agent experience strategic agenda as key member of customer/agent experience leadership team, acting as internal consulting firm to address pain points and improve customer journeys

● Brainstormed strategic priorities, influencing customer/agent experience strategic agenda for the entire enterprise and for specific elements, such as Service Recovery in Service Operations, maximizing customer impact

● Managed team of 8 direct reports, including onboarding, training, coaching, mentoring, goal setting

● Collaborated with business partners to design target customer journeys and identify/prioritize key improvements to achieve them; managed internal and external stakeholders in ongoing customer journey improvement efforts

● Designed and maintained monitoring system that identifies, synthesizes, and prioritizes key customer/agent issues raised via myriad systems and platforms such as rNPS 

● Created 1st-ever journey atlas and ownership structure, which became the foundation of the voice of the customer (VoC) tool and framework for CX team; delivered journey redesigns and implementations, including a fully digital purchase and onboarding experience, a streamlined agent change process, and a text analytics triaging cast management system

Director, Customer Experience

Established and owned CX management of Inner and Outer Loop functions, including case management, with inner loop defined as customer surveys, escalations, and communications and outer loop as analyzing data from the inner loop to make strategic and infrastructure changes that improve operations, partnering with IT and Product

Manager, Customer Response, Customer Experience Office

● Spearheaded communication, training, and implementation plans for all CX projects and initiatives in Sales, including project planning, team management, and meeting facilitation; reported to Sales Operations Director

● Led project teams for agent-facing business improvements, supporting agent operations, sales, contracts, and corporate support to external agents; trained agents on CX to ensure standardization and KPI tracking

● Headed executive sponsor and steering committee meetings, delivering executive presentations; led diversity, equity, and inclusion (DEI) groups like the Women’s Network as Board member

● Owned projects including CX Program, Premium Change Communications, Farmers Rewards Visa, and Thanks a Million Customers; spearheaded “CX Champions in the Field” initiative focused on individualized CX and NPS improvements

Marketing Consultant II

● Led large-scale, enterprise-wide CX projects with multiple workstreams and phases from initiation to post- implementation; managed project scope, communication plan, schedule, budget, issues, and reporting

● Established and supervised project teams, defined roles and responsibilities, and ensured collaboration across all departments, scheduling meetings and following up with team; reported to Program Management Director

● Ensured readability of product rules, designed communications, optimized claims process to reduce pain points, reduced average handle time at call center, established more self-service tools with escalation workstream, and improved agent experience and customer relations, boosting key performance indicators (KPIs) based on NPS

● Earned Customer Experience Ambassador of the Year Award in 2015 and 2016 and Lean Six Sigma Yellow Belt

Project Manager

Project Analyst II

Project management. Business Integration department.

Program Coordinator

Liability Field Claims Representative

Universal Sports

Office Manager

Extra TV

Intern

𝐓𝐇𝐄 𝐄𝐀𝐑𝐋𝐘 𝐘𝐄𝐀𝐑𝐒 𝐓𝐎 𝐌𝐀𝐍𝐀𝐆𝐈𝐍𝐆 𝐂𝐗/𝐃𝐈𝐆𝐈𝐓𝐀𝐋 𝐎𝐏𝐄𝐑𝐀𝐓𝐈𝐎𝐍𝐒 💻 

I was born and raised in Los Angeles and was involved in tons of sports and extracurriculars from soccer, charity work, to captain of my cheer squad. I was the first person in my family to go to college. I was president of my sorority and graduated right into a job in the entertainment industry. Shortly after, I moved into an entry-level role at Farmers Insurance and learned the business by starting in claims. I was a licensed adjuster specializing in liability, injury and the litigation side of claims. I then moved into project management before finally landing in customer experience where I’m currently the Director of CX & Digital Operations with oversight of the web and mobile apps. 

𝐋𝐄𝐀𝐃𝐈𝐍𝐆 𝐒𝐓𝐑𝐀𝐓𝐄𝐆𝐈𝐂 𝐓𝐑𝐀𝐍𝐒𝐅𝐎𝐑𝐌𝐀𝐓𝐈𝐎𝐍 𝐀𝐓 𝐅𝐀𝐑𝐌𝐄𝐑𝐒 📈

Over the last 13 years, I’ve grown to build large teams from the ground up. I’ve developed new inner and outer loop processes to prioritize high-value customers and utilize data to design holistic solutions to resolve the top-customer pain points. My work has been instrumental in increasing NPS and retention. I also led our first-ever all-digital purchase and onboarding experience increasing paperless adoption and onboarding completion rates.

I’ve been continuously tasked to lead strategic initiatives internally. During Farmers’ acquisition of MetLife, I transitioned the two legacy platforms into one, bringing customer-facing functionality to parity with Farmers and increasing digital effort scores. 

𝐋𝐄𝐓'𝐒 𝐂𝐎𝐍𝐍𝐄𝐂𝐓 𝐎𝐍 𝐋𝐈𝐍𝐊𝐄𝐃𝐈𝐍 👋🏼

When I’m not working, I enjoy spending time with my husband, two sons, and our two dogs. 

If you’re looking to chat with a seasoned CX leader who excels at building inspired teams to improve customer satisfaction, then I’d love to get connected on LinkedIn.

Thanks for reading my story,
Danielle

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Jimmy Huynh

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