Leah Groos
Vice President, Customer Experience | San Francisco, California, United States
Professional Overview
Leah Groos is an experienced customer experience leader with a proven track record of driving innovation and improving customer satisfaction. As the Vice President of Customer Experience at Starship, she is responsible for spearheading the company's customer-centric initiatives, leveraging data-driven insights to enhance the overall customer journey.
Experience Summary
Current Role
As the Vice President of Customer Experience at Starship, Leah is responsible for overseeing the end-to-end customer experience, including service delivery, support, and engagement. She leads a team of experienced professionals and collaborates cross-functionally to ensure a seamless and delightful customer experience. Under her leadership, Starship has achieved a significant increase in customer satisfaction, as evidenced by a 20% improvement in Net Promoter Score (NPS) over the past two years.
Career Progression
Prior to her current role, Leah held senior customer experience positions at leading organizations. As the Director of Digital Services at MoneyLion, she was instrumental in driving the company's digital transformation, resulting in a 25% increase in online customer engagement. Before that, she served as the Director of Member Experience at Aduro, where she spearheaded the development and implementation of innovative customer service strategies, leading to a 15% reduction in customer churn.
Academic Background
Leah holds a Bachelor of Science degree in Business Administration from the University of California, Berkeley, where she graduated cum laude.
Areas of Expertise
- Customer experience strategy and optimization
- Digital transformation and omnichannel engagement
- Data-driven decision making and performance analytics
- Cross-functional collaboration and team leadership
- Change management and continuous improvement
Professional Impact
Leah's dedication to delivering exceptional customer experiences has earned her recognition within the industry. She has been a featured speaker at several customer experience conferences, sharing her insights on leveraging technology and data to drive customer satisfaction and loyalty. Additionally, Leah has authored several industry publications, contributing to the advancement of customer experience best practices.
Conclusion
With her extensive experience, strategic mindset, and commitment to innovation, Leah Groos is poised to continue making a significant impact on the customer experience landscape. Her track record of driving measurable improvements and her ability to lead cross-functional teams make her a valuable asset to Starship and the broader customer experience community.
