CX Architect · Launch by NTT Data · 2023–2024
Led the strategic architecture of a multi-plant employee experience research program across 4 North American manufacturing facilities — translating 87 interviews and 23 focus groups into company-wide CX recommendations and a centralized digital training platform.
“This is ultimately about something much deeper than employee satisfaction.”
Opening framing for Clarios North America leadership · October 2024
Key Outcomes
A prioritized set of 5 recommendations delivered to Clarios North America leadership, grounded in cross-plant research and validated by frontline employees.
Unified findings from 4 plants, 87 interviews, and 23 focus groups into a coherent employee experience narrative spanning operations, HR, and culture.
Defined the CX requirements and content architecture for a centralized training platform — moving from insight to a concrete product roadmap.
Project Artifacts
Assembly Supervisor Journey Map
Assembly Supervisor Persona
Approach
Partnered with Clarios HR and operations leadership to scope the program, identify participating plants, and align on research priorities across North America.
Built the full methodology — interview guides, focus group protocols, and facilitation playbooks — tailored to manufacturing environments and shift-worker realities.
Led on-site visits across 4 plants, facilitating 87 individual interviews and 23 focus groups with frontline employees, supervisors, and plant managers.
Coded and synthesized all qualitative data into cross-plant themes, employee journey maps, and a prioritized insight framework for leadership consumption.
Delivered 5 strategic CX recommendations to Clarios North America leadership and defined the product requirements for a centralized digital training platform.