Carol H. Kruse

Carol H. Kruse is the Director at ThinkX. Carol was previously the Chief Marketing Officer at Cambia Health Solutions from December 2014 to January 2019. In their role at Cambia, Carol was responsible for leading the company’s marketing, branding, creative, consumer engagement, human centered design, research & analytics, and data-driven digital/mobile strategy and execution. Carol was also a member of the Cambia Leadership Team, and leader of the 115 person Marketing department.

Carol was hired as a “transformation CMO” to help lead the company in its transformation from a more traditional, primarily B2B health insurance company to a consumer focused health solutions company. Through department reorganizations and optimization, Carol hired 80 new employees to add critical consumer-focused team capabilities such as data-driven consumer engagement, human centered design, digital analytics, integrated strategy and planning, and content/social experts to serve the Enterprise.

To drive employee awareness on what actions Cambia needed to take on its path to transformation, Carol added a world-class NPS (net promoter score) program. Built on a strong base of research and insights capabilities, the team focused on modeling the drivers of satisfaction/dissatisfaction which drove the likelihood of consumers, employers and brokers to recommend Cambia’s health insurance and other solutions. This program was fully integrated into the operations, sales, customer service, product and marketing teams to take the actions indicated to improve consumer and B2B customer satisfaction; complete with monthly scorecards and Quarterly tracking. NPS scores became integrated into STI goals, and with unified action they improved NPS 79%.

Cambia Health Solutions is a $10 billion not for profit health solutions company dedicated to transforming health care by creating a person-focused and economically sustainable system.

Carol H. Kruse attended the University of Southern California - Marshall School of Business, where they earned their Master of Business Administration (MBA) in Marketing. Prior to that, they completed their Bachelor of Arts (BA) in International Relations at Pomona College.