VP, CX Executive Partner • Executive Program, Forrester

Melissa is a vice president and executive partner with over 25 years of experience in the fields of financial services, strategy, leadership, and customer experience (CX) management. She provides guidance and expertise to CX executives as they develop, scale, and mature their CX practices.

Melissa was most recently a senior vice president overseeing the CX strategy and implementation for Wells Fargo’s 5,500 consumer branches. Prior to that, Melissa built and managed the CX function for Bank of America’s merchant services division.

Previous Work Experience
Melissa’s previous roles included three years managing a risk team at a federal regulator, six years as the director of consulting operations at a global consultancy, and 10 years as COO of corporate lending and trading at a large financial institution.
Melissa is also an entrepreneur, having built a Christian bookstore and a leadership consulting practice.

Education
Melissa has a BS in accounting from the University of Akron and a master’s degree in business from Wake Forest University.