CX Strategy & Product Leadership
Ryan Roberts
I find the gap between what customers experience and what the business expects — then build the strategy, the research, and the product to close it.
12+ years across Fortune 15 enterprise, PE-backed startup, and consulting.
Selected Work
Strategy that ships. Marketplace-leading results.
A mix of public prototypes and enterprise work. Projects marked with a lock are confidential — reach out and I'm happy to walk you through the thinking.
StreetWise
I bought my first home without a tool that could tell me whether the neighborhood actually fit my life — just listings and zip codes. StreetWise fixes that: census tract-level lifestyle archetypes, neighborhood momentum data, and exploratory search that surfaces places you'd never think to look. Built solo from scratch while employed full-time.
CX Health Dashboard
An executive dashboard synthesizing Adobe Analytics, Medallia heatmaps, and production experience data across five customer journeys — providing leaders with a real-time view of CX performance that previously didn't exist.
Flagship App Strategy
The experience strategy that secured AT&T Board approval — defining north star, cross-functional investment priorities, and success metrics across acquisition, engagement, and retention for 12M+ users.
ACH + AutoPay Enrollment
Redesigned the payment enrollment experience at AT&T, generating $544M in annual cost savings — without meaningfully impacting churn or CSAT. Industry-leading satisfaction maintained throughout.
AT&T Internet Air Launch
Built the CX research program from scratch for AT&T's national Internet Air launch. Monitored end-to-end performance, conducted moderated trials, and produced executive-ready insights ahead of every major milestone. AT&T achieved #1 Internet Customer Satisfaction (ACSI) in 2023 and 2024.
About
From customer insight to shipped product.
I started my career as the third employee at a PE-backed startup, managing 70% of the company's working capital in illiquid inventory investments while also serving as Product Owner for its internal products and licensed SaaS product. The combination of financial accountability, customer-driven insights, and technical execution has defined how I work ever since.
Today, I sit at the intersection of CX strategy, product thinking, and AI-assisted prototyping. I use research to find leverage points, strategy to articulate the path, data to drive the design.
More about me →Contact
Let's talk about what you're trying to build.
I'm always up for a conversation about CX strategy, the future of product, or where the industry is headed. Reach out.