Why the CX program works
I became a product-led growth (PLG) strategist by staying curious.
Asking the team questions until I find the user story with the most important—the next—problem to solve. Then I invite an intentional pause and listen for the best solution.
Sometimes I may think I have it. Often it’s already there and we just need to offer suggestions, listen to each other (and the data) in order to find it together.
Hi, I’m Chauncy. A strategic Program Manager with 14+ years of experience from global IT Operations, Managed Services, Customer Success to building Products [0-N]. I drive sustained product adoption and growth using existing resources, proven process, continuous customer signals, and data-driven insights to deliver better customer solutions. Here’s how IT all comes together.
Program Management Leader:
Driving 4.4 x Growth + 3x ROI to Scale
People: Proven track record of building cross-functional partnerships, empowering teams, and delivering exceptional customer experiences that result in better value and a renewed sense of pride
Product: Expertise in leveraging AI, analytics, and best fit (Agile, Continuous Product Design, Lean UX, DevOps, ITIL) methodologies to streamline processes, optimize product adoption, and foster alignment across SaaS startups and large enterprises in multiple industries
Why CX works.
People + Product + [Process + Place].Operational growth at scale is achieved by enabling people to self-serve insights, and prioritize outcomes with shared processes bolstered by a strong community of practice.
Digital product operations & thought leader: Drove research and development of the Center for Continuous Product Design (co-creator of CPD) operational process playbook & supporting content.
11% of accounts built Centers of Excellence by leveraging existing resources (Microsoft, Salesforce, ServiceNow | Confluence | Jira, Miro | Figma ) to level up cross-team results and sustain engagement.
See who I’ve worked with across industries below
Drove repeatable value, 198% annual average ROI by year two across Tier 1 accounts (over $300k ARR)
Early access to Google Bard [Gemini AI] to automate workflows and provide analytics summaries
What I do.
I am a product growth leader. Not only a thought leader, I develop CX programs that empower teams with the customer data story to drive product adoption and business results across the enterprise.
With over a decade at a global technology corporation and being among the first 100 employees (no. 51) of a hyper-growth $1B valuation SaaS start-up for four years, spanning the scale-up stage through Series B. I've gained valuable lessons and strategic outcomes. There’s a lot we can design for product-led growth.
At some point, people need to take action on the data.
The Maths behind CX
Program Management that fuels Product Growth
= 14 y. x (Program Management + Product Management + CX Analytics Management + SaaS Customer (+ Partner + GTM) Education Leader) + 4 y. CS Architect + 12 y. IT Ops Specialist | ∞ Technical Creative People Coach + 23 y. Yoga > Teacher
Break CX down:
+ Design product solutions for ACTION
14 years in digital product and analytics:
+ Program Management at Dell Technologies (9)
+ Product Management at *Quantum Metric (4), ZayZoon (1)
+ Empower the PEOPLE with process
12 years in IT Operations Management:
+ Dell Services (3) + Credit Suisse (9)
By designing product integrations with existing solutions and fostering alignment among teams to the customer story, we can harness our collective strengths to deliver better value—and find a renewed sense of pride in what we do.
Empower people with:
product: flexible customer-centric solutions, knowledge and AI enhancement in primary workflows
process: operational best practices, aligned to the shared goal
place: and a strong community of practice
This leads to meaningful customer data insights then impactful change, resulting in scalable, repeatable success and
good GROWTH all around.
See the product… Design CX
How can I help y’all?
Do you have a highly motivated team of experts looking to solve big challenges, with limited resources?
I believe I can help. I’ve spent decades solving technical problems, finding the story and uncovering motivation for people and teams on both sides of the software industry—at all levels. It’s a joint learning process.
I build programs with scaffolding to scale sustainable results.
Who I’ve worked with…
With a foundational start at Dell, the program and methodology evolved through strategic partnerships with my customers at *Quantum Metric across digital teams and executive leaders at American Airlines (travel), AT&T (telcom), CVS Health, GEICO, US Bank (FinTech), Betfair (gaming), Vistaprint and Walmart (retail). Thank you all for taking a chance with me and making small, continuous changes to your practices.
I love what I do and people say that I do it well.
*Quantum Metric is a SaaS Customer Experience (CX) Analytics platform for teams across the enterprise to optimize the digital experience centered around the customer. ARR grew from under $20M to over $85M and 98% customer retention rate from 2020-2023.
My Wookie (Scottish Deerhound) office dog
at the home office in Austin, TX.—The Treehouse.