Terri Douglas

Terri Douglas has a strong background in customer experience, operational excellence, and quality management. Terri most recently worked as a Senior Director of Customer Experience at CAS since December 2019. Prior to that, they held a Vice President position at Vertiv from November 2016 to July 2019, where they were responsible for various aspects of customer experience and operational excellence in a B2B and B2B2C business. Terri also had a long tenure at Emerson, where they held multiple roles including Vice President and Director of Customer Experience, Operational Excellence, and Quality. Terri started their career at OhioHealth as a Director of Ancillary Services and also worked as a Six Sigma Black Belt at Johnson & Johnson Health and Wellness Solutions, Inc. Overall, Terri's work experience demonstrates their expertise in driving customer satisfaction and business growth through effective CX strategy development, team leadership, and continuous improvement initiatives.

Terri Douglas completed the Emerson Executive Leadership Program from 2014 to 2016, earning a degree in Organizational Leadership. Terri also attended Harvard Business School in 2015 to study Leadership and Competitive Decision Making. Terri participated in the Emerson Network Power Leadership Program, focusing on Organizational Leadership. Additionally, they pursued a degree in Nursing/Psychology at The Ohio State University, although the specific dates of their enrollment are not provided. On top of their formal education, Terri obtained various certifications, including an AIM Change Management certification from Emerson in April 2015. Terri also gained expertise in areas such as Change Management, Design for Six Sigma, DiSC Personality Profiling, Human Centered Design, Kepner Tregoe Problem Solving & Decision Making, Lean Master, Master Black Belt, Net Promoter System, Quality Service and Customer Experience, Service Excellence Culture & Memorable Customer Service, Socratic Methodology, and TRIZ Innovative Problem Solving through different institutions. The months and years of obtaining these certifications are not specified.