Context

As part of Google’s Global Customer Experience organization, you were responsible for optimizing how vendor sales teams interacted with customers and advertisers. Leadership sought a unified approach to measure quality, identify inefficiencies, and improve overall satisfaction.

Challenge

Customer experience data was fragmented across multiple regions and vendors, making it difficult to identify trends or hold partners accountable. The lack of a consistent QA framework limited visibility into how interactions influenced satisfaction, retention, and revenue.

Solution

You developed and launched a global quality framework that standardized how Google evaluated customer interactions:

• Conducted qualitative and quantitative research using Gartner, Forrester, and industry publications, combined with focus groups, 1:1 interviews, and pilot programs.

• Collaborated with sales and program leaders to design a data-backed auditing system that assessed experience quality at scale.

• Partnered with analytics teams to automate insights generation and create quarterly CX scorecards for executive review.

Impact

• 40K+ insights generated quarterly, uncovering patterns in seller performance and customer sentiment.

• $30M in potential cost savings through automation and vendor performance optimization.

• Established a continuous improvement loop that informed training, program design, and vendor accountability.

Core Capability Demonstrated: Experience strategy, data-driven quality frameworks, organizational change enablement.