Jessica Baggett

A customer expert that is fascinated with the psychology of marketing.

From understanding who our members are, why they do what they do and what can help them have a richer experience by developing user personas to interviewing individual members to learn more about their journey. Crafting relevant and actionable insight to inform strategy, working with various functions across the business and transforming large qualitative data into meaningful stories and actionable items.

Running email marketing, communication campaigns and copywriting to speak to our personas. Conducting market research to understand customer base and enhance products.Crafting campaigns using market understanding, consumer analysis, and advertising psychology.

Acted as reliable Subject Matter Expert (SME) by providing prompt and accurate expertise to other support agents. Assisted wider customer service teams to produce external user guides and internal support tools.Communicated with customers politely, promptly and professionally. Identified root causes of complaints through effective questioning. Served as first line of contact for customers filing complaints.