Sheila Catenza

Senior Director, Call Center Voice of the Customer (VoC), TIAA

Sheila is customer experience leader who has been guiding transformational business process improvements for 20+ years. By designing programs to garner analytical insights, Sheila adeptly integrates the voice of the customer into strategic decision-making. Sheila draws on management consulting background and partnerships with senior leadership teams to identify opportunities for innovation and business optimization, implement roadmaps, and drive widespread adoption.