Audrey Letson is a dynamic Customer Journey Manager at AVANGRID, where she leverages her extensive background in strategic analysis and management information systems to enhance the customer experience for over 3 million households across Massachusetts, Connecticut, New York, and Maine. With a strong foundation in...
Audrey Letson is a dynamic Customer Journey Manager at AVANGRID, where she leverages her extensive background in strategic analysis and management information systems to enhance the customer experience for over 3 million households across Massachusetts, Connecticut, New York, and Maine. With a strong foundation in the computer software industry, Audrey is adept at navigating complex data landscapes and translating insights into actionable strategies.
In her current role, she spearheads the comprehensive redesign of the customer journey, focusing on delivering value from initial design through to implementation. One of her key projects involves the integration of self-service capabilities within the digital journey, which includes automated request forms, job status tracking tools, and online payment platforms. This initiative not only streamlines processes but also empowers customers by providing them with greater control over their interactions with AVANGRID.
Audrey’s expertise in service blueprinting and data analysis enables her to identify pain points and opportunities for improvement within the customer experience. Her strong oral communication skills and leadership development acumen facilitate collaboration across multidisciplinary teams, ensuring that all stakeholders are aligned and engaged throughout the project lifecycle. As she continues to drive innovation at AVANGRID, Audrey remains committed to enhancing customer satisfaction and fostering a culture of continuous improvement within the organization. Her ability to blend technical skills with a customer-centric approach positions her as a valuable asset in the evolving landscape of utility services.
