Michelle Goodman-Miles: VP, Customer Experience & Operations Leader
Building scalable, tech-enabled customer organizations that improve loyalty, operational performance, & business growth.
Transforming Customer Experience Into Enterprise Value
I build, transform, and scale customer experience and customer operations organizations that improve customer loyalty, operational performance, and business growth.
Organizations bring me in when customer operations have become difficult to scale, service experiences are inconsistent, technology is underutilized, performance visibility is limited, or the business needs a stronger customer strategy to support its next stage of growth.
My work connects customer experience with operational execution by aligning people, processes, technology, analytics, and leadership around a unified strategy that delivers measurable business results.
225,000+
Customers supported through enterprise customer experience and operations leadership
$7.5M+
Annual operating budget responsibility
$665K
Annual savings delivered through operational optimization and service-model redesign
Customer Experience Strategy
Designing enterprise customer strategies that improve loyalty, retention, customer effort, and brand trust.
Customer Operations
Building scalable service-delivery models supported by strong governance, workforce planning, quality, and performance management.
Digital Transformation
Modernizing customer operations through Salesforce, Five9, customer portals, automation, analytics, and integrated customer workflows.
ABOUT ME
Leading Customer Experience Transformation at HomeWorks Energy
Throughout my career, I have led customer experience and operations across diverse industries, including renewable energy and utilities, home services and construction, luxury retail and direct-to-consumer, property and casualty insurance, and industrial manufacturing serving automotive, aerospace, pharmaceutical, and food and beverage markets.
Across these environments, I have led initiatives focused on modernizing customer operations, improving the end-to-end customer journey, and building scalable operating models capable of supporting growth and increasingly complex customer needs.
My work spans customer journey optimization, CRM and contact center transformation, workforce strategy and performance, knowledge management, Voice of the Customer, customer communications, retention and loyalty, AI and automation enablement, operating-policy redesign, executive reporting, and digital customer self-service.
While the industries and customer journeys have varied, the objective has remained consistent: build scalable, data-driven customer organizations that reduce friction, improve operational efficiency, strengthen employee effectiveness, increase retention and customer satisfaction, and create greater transparency and trust throughout the customer lifecycle.
I bring a cross-industry perspective that allows me to identify what is working, challenge legacy processes, and apply proven customer experience, operational, technology, and AI strategies in ways that support both the customer and the business.