Chief Customer Officer
United States of America
Six years ago, Lee was hired at Yellowfin as employee number 30, with the chief aim of building out a global customer support desk and ensuring the business remained customer-centric as it underwent rapid growth.
Now, with 150 employees across four region, the vision remains as consistent as it did in 2014. Lee’s core focus is on ensuring the business is aligned around its customers – helping to instate and build customer success teams in all of Yellowfin’s key global markets, each with revenue responsibilities, success planning for customers, tiering, focused accountability for the customer and account ownership.
Whilst journey mapping has been a feature throughout his tenure, Lee has been responsible for overseeing a new customer journey mapping project in 2020 with the mandate that all department and teams must link their projects, goals, and processes back to the customer journey. As part of this project Lee has helped launch a Voice of the Customer programme that allows teams to provide and capture feedback, and the introduction of NPS and CSAT to measure progress.
One of Lee’s missions has been to instill education into Yellowfin’s CX strategy, culminating in the launch of YF University and the hiring of a Director of Education Strategy to ensure a system of continuous improvement and training for all employees.
Yellowfin has seen steady improvements in NPS and recognition from Gartner’s Magic Quadrant during Lee’s tenure, whilst his involvement in employee training has seen the company become grounded in people development with career pathing, benchmarking, and clearly-defined roles within that centre around the value of CX.
For me, as a leader, I have been working on the transition from an army of one to overseeing a global team. To actually have three regional customer experience directors to work with now is amazing. We are building a framework for growth and I am super excited about the next five years.