Customer Experience Advisory Council Member Profile
Martha Spencer
International Baccalaureate
Consultant |
Areas of Expertise
Customer-Focused Innovation, Customer Experience Functional Alignment, Accelerate & Improve Decisions with Data, Customer Experience in your Organization-Navigating Politics of Change
|
Martha is an accomplished global CX executive with extensive senior leadership experience spanning 4 continents. Having spent the last 15 years in the education space, Martha has served as a Chief Customer Officer as well as Vice President , Customer Retention, ensuring that the voice of the customer is understood throughout the organization so that initiatives and investments are focused on key business impact areas.
Her key areas of focus have include leveraging data analytics in order to develop and design initiatives in support of the customer, as well as demonstrating focus on the voice of the customer, customization of support, and evidence-based decision making (CSAT, NPS and CES) for improvements to the customer experience. Prior to her work in higher education, Martha worked for a wide range of customers at both QVC and Continental Airlines. In her current role at International Baccalaureate (IB), as the Global Head of the IB Educator Network and School Delivery, Martha is responsible for overseeing the global community of educators, while managing the needs of the IB. Martha holds an MBA from The Pennsylvania State University.
|
