Michael Satterwhite

Past

• Managing Consultant, Customer Focused Strategy at IBM Global Services
• Managing Consultant at IBM
• Managing Consultant, Customer Experience, Branding and Usability Design at IBM Global Business Services

• Senior Information Architect; Customer Experience, Branding and Usability Design at IBM Global Services
• Owner/Operator, President/Creative Director at Satterwhite Design, Inc.

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Recommended

14 people have recommended Michael

Connections

292 connections

Industry

Management Consulting

Michael Satterwhite’s Summary

A proven business leader with a visionary and pragmatic understanding of the factors that influence the success or failure of customer experience. Demonstrated track record in providing a skilled approach to structure and manage organization, operations, communications, and process. Understands today’s common strategic planning and management gaps – critical synchronous, continuous, and measurable management of customer experience. Consistently elevates the capabilities of the consultation team. Able to guide change in many industries; owns a successful history weighted in financial and retail sectors. Noted for exceptional leadership and analytical skills; effective verbal and written communication skills, contributing to an ability to build and manage matrixed teams that develop business solutions to improve results.

Michael Satterwhite’s Specialties:

Customer experience management, strategic planning, organizational and process change management, digital merchandising, brand management, creative team management, marketing communications

Michael Satterwhite’s Experience

• Managing Consultant, Customer Focused Strategy

  IBM Global Services

  (Public Company; 10,001 or more employees; IBM; Information Technology and Services industry)

  September 2006 — June 2008 (1 year 10 months)

  Provided team leadership and strategic consulting services supporting clients seeking to improve their customers' experiences to achieve increased profitability, loyalty and brand strength. Supported the evolution of this young specialty practice by contributing knowledge, customer experience interaction guidance, research and analytical capability to develop robust and repeatable services offerings.
  
  Refined practice customer experience management (CEM) methodology by developing analytical approaches, work products and client deliverables, resulting in improved customer understanding of issues and initiatives and efficiency of consulting services

• Managing Consultant

  IBM

  (Management Consulting industry)

  2001 — 2008 (7 years )

• Managing Consultant, Customer Experience, Branding and Usability Design

  IBM Global Business Services

  (Public Company; 10,001 or more employees; IBM; Information Technology and Services industry)

  February 2002 — September 2006 (4 years 8 months)

  Managed project teams that assessed and designed multi-channel strategic, operational, procedural and technical solutions to facilitate quality customer experiences and improve bottom-line performance. Performed strategic assessment and guidance for multiple channels including online, store and call center in financial, telecommunications, retail and travel industries.

• Senior Information Architect; Customer Experience, Branding and Usability Design

  IBM Global Services

  (Public Company; 10,001 or more employees; IBM; Information Technology and Services industry)

  May 2001 — February 2002 (10 months)

  Supervised critical information architecture design supporting customer-facing web applications developed for IBM clients. Engaged with both design and technology contributors to facilitate efficient and timely development of business tools (B2B and B2C web sites predominantly) that were effective from a customer experience and usability perspective.

• Owner/Operator, President/Creative Director

  Satterwhite Design, Inc.

  (Marketing and Advertising industry)

  September 1980 — May 2001 (20 years 9 months)

  Graphic design firm built from the ground up eventually employing 7 staff members with gross annual sales of $2M. Starting as a traditional graphic design office the business grew strategically to include brand design and management, print marketing communications and annual reports, corporate meeting support, interactive multimedia and finally web design and development. The company served a mix of technology, telecommunications, manufacturing and distribution businesses including Intel, Intel Scientific Computers, North Pacific Cable, Tektronix, Precision Castparts, and more.
  
  Responsible for all aspects of running a business including strategic planning, creative direction, sales/marketing, human resources.

Michael Satterwhite’s Contact Settings

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