CX Optimization
Summary
Boeing operates a complex ecommerce ecosystem, including shop.boeing.com, Aviall, and Jeppesen, serving a wide range of aviation professionals and enthusiasts. I led the customer experience (CX) team, driving efforts to analyze customer behavior, identify friction points, and optimize the online shopping experience to increase conversions and improve usability.
Beyond data, I worked closely with Boeing to refine site content, navigation, and checkout flows, ensuring that customers could move through the purchase process with greater ease and confidence. By translating insights into actionable CX strategies, our team provided creative recommendations that made Boeing’s ecommerce sites more intuitive, clear, and conversion-friendly.
To strengthen Boeing’s digital marketing effectiveness, I also led efforts to refine their UTM strategy, improving how campaigns were tracked and measured. This gave Boeing deeper visibility into which channels drove engagement and sales, enabling more data-driven decision-making and a smarter, customer-focused approach to ecommerce growth.
