Elizabeth Zietlow
Vice President, Customer Experience Insights, Strategy & Research
New York, New York, United States
Professional Overview
Elizabeth Zietlow is a seasoned customer experience (CX) professional with over 15 years of experience driving transformative insights, strategy, and research initiatives across the retail and financial services industries. As the Vice President of Customer Experience Insights, Strategy & Research at Signet Jewelers, she is responsible for leading a team of CX experts to uncover actionable insights, devise innovative strategies, and deliver exceptional customer experiences.
Experience Summary
Current Role
In her current role at Signet Jewelers, Elizabeth is responsible for developing and executing the company's CX strategy, managing a team of researchers and strategists, and driving data-driven decision-making to enhance the customer journey. She has played a pivotal role in implementing customer-centric initiatives that have resulted in improved customer satisfaction and loyalty scores.
Career Progression
Prior to her current role, Elizabeth served as the Director of Experience Mapping & CX Strategy at Signet Jewelers, where she led the transformation of the company's CX program and established a customer-focused mindset across the organization. Before that, she held senior positions at Citi, including SVP of Product Strategy, Insights & Design, and SVP of Associate Head of Insights & Design Strategy. Earlier in her career, Elizabeth was the Director of the User Research Program Lead at Lifion, by ADP.
Academic Background
Elizabeth holds a Bachelor's degree in Communication Studies from the University of Baltimore, where she currently serves as an Adjunct Professor, sharing her expertise in user research and CX strategy with the next generation of industry professionals.
Areas of Expertise
- Customer Experience Strategy and Insights
- User Research and Usability Testing
- Design Thinking and Innovation
- Cross-functional Collaboration and Change Management
- Retail and Financial Services Industry Expertise
Professional Impact
Elizabeth's work has been instrumental in driving customer-centric transformations and enhancing the overall customer experience for Signet Jewelers and its portfolio of iconic brands. She has been actively involved in the UX/User Researcher community, co-founding and hosting the NYC UX/User Researcher Meet-Up, where she shares her knowledge and insights with industry peers.
Conclusion
With her extensive experience, industry expertise, and proven track record of driving impactful CX initiatives, Elizabeth Zietlow is a versatile and strategic leader poised to continue delivering exceptional customer experiences and shaping the future of the retail and financial services industries.
