CX Team Operations: Scaling and Optimizing Team Processes
Scaling a CX team from chaos to a well-oiled machine with better collaboration and lower attrition.​
Focus: Optimizing Operations to Scale a High-Performing CX Team
Role: Chief of Staff to Head of CX and Operations Lead
Challenge
Prudential’s CX team was in its early stages, with multiple disparate groups lacking alignment and operational processes. Team engagement was low, and there was a disconnect between senior leadership and the team’s day-to-day work. Employee attrition was high, and the team needed a stronger foundation to thrive.
Solution
I worked as the chief of staff, focusing on streamlining internal processes, improving communication, and creating meaningful connections across the team. This included establishing regular rituals, facilitating leadership listening sessions, and implementing a formal onboarding process to increase engagement. I also partnered with finance and HR to create a learning and development program, ensuring that employees felt empowered in their career growth. I managed the $16m budget allowing leadership to have the data to make decisions that impacted the whole team.
Impact
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Increased employee satisfaction by +22 points in the employee engagement survey.
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Reduced employee attrition, with new hires feeling more confident in their roles and understanding cross-team dynamics.
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Streamlined onboarding process for all new CX team members, enhancing productivity and ensuring consistency in messaging. Reduced attrition by 80%.
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Introduced cross-functional rituals like quarterly reviews and open hours with leadership, fostering stronger inter-team collaboration.
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Enhanced learning culture by providing consistent opportunities for professional development.
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Created Leadership Summit in response to Employee Suvrey's feedback to further the development of leaders of people on the team.
My Learning
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Sense, respond, iterate – Not every idea sticks. When the team wanted more learning and connection, I launched “Learning Pods”—peer-led groups focused on leadership, communication, and learning styles. While they didn’t scale, they laid the foundation for a thriving book club I sponsored.
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Play the long game – Team dynamics aren’t built in a day. A marathon mindset—thoughtful planning, steady engagement, and strategic adjustments—proved far more effective than sprinting from one initiative to the next.
