Maddy Andersone 🍍

Granicus

Experience Consultant 

Pineapple Innovation

•	Work closely with business owners, solopreneurs, and the companies’ stakeholders to define the company’s vision, develop and integrate optimized operational processes and create/redevelop Customer Journey maps.
•	Redefine the Customer Promise strategy aimed at achieving higher customer satisfaction/ NPS and positive review rates based on data analysis. 
•	Run market, environment, and competitor market research.
•	Lead business owners as well as their teams towards a more customer facing perspective with the aim to reduce the level of returns and complaints by 50% and increase their customer return ratio by 75%.
•	Aid stakeholders to understand customers’ needs and pain points, make sure that SMART KPIs are set to 
tackle them and clients to follow through with. 
•	Develop and provide educational resources to clients and their team to be able to uphold their customer experiences in long term within the guide of previously set milestones and the brand vision.  
•	Act as a point of motivator, support, and guidance to client’s management team.

CX & UX Consultant / Founder

Insurance

Claims Administration 

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