Tara Brady

Senior Vice President, Director of Customer Experience Provident Bank

With over 17 years’ experience in Customer Experience (CX), Tara Brady is a successful brand evangelist known for coaching and leading organizations and teams to new heights in delivering exemplary, impactful, and results-focused customer experiences that drive sales and brand loyalty. Tara believes that today’s consumer market means striving for excellence in customer AND employee experience is mandatory – and no longer optional or ‘nice to haves.’ As a leader, she operates from the premise that happy, empowered employees are the face of the brand for consumers. This is reflected in her holistic approach to CX that integrates employee experience as a foundational element. Her multiple CX redesigns and transformations stem from working directly with customers and leading teams and users to deliver excellence. Known to surprise teams by showing up and working on-site to serve customers directly, test processes, and gather employee and customer feedback, her hands-on approach is a differentiator. This real-world laboratory shapes the innovations that transform customer and employee experiences. 

TARA’S CUSTOMER EXPERIENCE & USER EXPERIENCE MANIFESTO:

 Stellar experiences are built strategically – and require data/analytics, employee input and feedback, thorough understanding of an organization’s goals and vision, KPIs, and a project management approach – including timelines, deliverables, benchmarks, and assessments.

 Outstanding CX/UX experience isn’t a matter of being ‘friendly’. Rather, it is ALL about having responsive technology, expertly trained and engaged employees empowered with all they need to serve customers, clearly defined value statements, executive support, defined journey maps, and more! ‘Friendly’ may be a factor in CX success, but it’s not a strategy. 

 CX/UX is not something that’s ‘done’ and then revisited in a few years. Customers change. Products change. Company goals change. Technology changes. And employees change. This means ongoing assessing, re-evaluating, re-calibrating, re-designing, and training to maintain excellence and the company’s competitive advantage.