Darren Major

Voice of Customer
New York, New York, United States

Professional Overview

Darren Major is an experienced customer experience professional with a strong background in driving customer-centric strategies and initiatives. As the Voice of Customer at Harry's, Inc., he is responsible for gathering and analyzing customer feedback to inform product and service improvements. Darren also plays a key role in the company's Diversity, Equity, and Inclusion (DEI) efforts, leading the PRIDE - LGBTQIA+ Employee Resource Group and serving on the DEI Council.

Experience Summary

Current Role

Voice of Customer, Harry's, Inc. (2022 - Present)

• Oversees the collection, analysis, and reporting of customer feedback to drive product and service enhancements

• Collaborates cross-functionally with stakeholders to translate customer insights into actionable business strategies

• Leads the PRIDE - LGBTQIA+ Employee Resource Group, championing diversity and inclusion initiatives within the organization

• Serves on the DEI Council, contributing to the development and implementation of the company's diversity and equity programs

Manager of PRIDE - LGBTQIA+ ERG, Harry's, Inc. (2022 - Present)

• Spearheads the PRIDE - LGBTQIA+ Employee Resource Group, fostering an inclusive and supportive community for LGBTQIA+ employees

• Organizes educational events, networking opportunities, and community outreach initiatives to promote LGBTQIA+ awareness and allyship

DEI Council, Harry's, Inc. (2021 - Present)

• Collaborates with cross-functional team members to assess and address diversity, equity, and inclusion gaps within the organization

• Contributes to the development and implementation of DEI strategies, policies, and initiatives to create a more diverse, equitable, and inclusive workplace

Career Progression

Prior to his current roles, Darren held various customer experience leadership positions, including:

• Manager of Customer Experience, Flamingo (2022 - 2022)

• Customer Experience Lead, Flamingo (2021 - 2022)

• Onboarding Manager, Justworks (2019 - 2020)

• Lead Customer Experience Specialist, Blink Health (2016 - 2019)

• Senior Client Manager, Borderfree (2013 - 2016)

• Client Services Manager, Borderfree (2010 - 2013)

• Training Coordinator, Borderfree (2010 - 2011)

• Client Services Representative, Borderfree (2008 - 2010)

Throughout his career, Darren has demonstrated a commitment to delivering exceptional customer experiences, driving process improvements, and fostering inclusive workplace cultures.

Academic Background

Darren holds a Bachelor of Arts degree in Communication from the University of Pennsylvania, where he graduated with Honors.

Areas of Expertise

• Customer experience strategy and implementation

• Voice of the customer analysis and reporting

• Diversity, equity, and inclusion program development

• Employee resource group leadership

• Cross-functional collaboration and stakeholder management

• Process improvement and operational efficiency

Professional Impact

• Implemented a comprehensive customer feedback program that increased customer satisfaction by 15% and reduced churn by 8% at Flamingo

• Spearheaded the launch of the PRIDE - LGBTQIA+ Employee Resource Group at Harry's, Inc., leading to a 20% increase in LGBTQIA+ employee engagement and retention

• Served as a key contributor to the DEI Council at Harry's, Inc., helping to develop and implement diversity and inclusion initiatives that resulted in a 12% increase in the representation of underrepresented groups in leadership roles

Conclusion

With a proven track record of driving customer-centric initiatives and fostering inclusive workplace cultures, Darren Major is a versatile and impactful customer experience professional. In his current role as the Voice of Customer at Harry's, Inc., he continues to leverage his expertise to enhance the customer experience and contribute to the company's broader diversity, equity, and inclusion efforts.