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Veronica Gordon-Murphy, MBA, currently serves as the Director of Customer Insights, Marketing and Customer Experience at Healthfirst, where initiatives include fostering cross-functional collaboration and translating complex research into actionable strategies to enhance member experience. Previously, at Humana, Veronica held various roles, including Associate Director, where the development of a voice-of-the-customer platform significantly improved customer experience, and Senior Consumer Experience Professional, where data analysis led to a 15% increase in CX scores. Earlier experience at The Vanguard Group included positions as Senior Risk Analyst and Supervisor of the Quality and Information Center, focusing on risk mitigation and operational efficiencies. Veronica holds an MBA from the University of Phoenix and a BA in Political Science from Arizona State University.