Erik K Larson

Erik K Larson

$80/hr
Digital Experience, Customer Experience and Emerging Technology.
Reply rate:
-
Availability:
Hourly ($/hour)
Location:
Mandeville, La, United States
Experience:
15 years
About

I am a strategic leader with over a decade of experience transforming enterprise customer experiences through digital innovation, data-driven strategy, and operational excellence. My career spans global roles in Fortune 100 environments where I’ve led large-scale initiatives that modernize digital support ecosystems, scale self-service capabilities, and align customer touchpoints with measurable business outcomes.

My expertise lies at the intersection of digital transformation and customer success. I specialize in driving cross-functional programs that integrate technology, analytics, and user experience to enhance customer satisfaction and reduce operational costs. At AT&T, I led a digital overhaul of the business support experience—delivering a 260% increase in web engagement and $4M in annual cost savings through a simplified, data-informed content strategy.

I bring a strong track record in change enablement and stakeholder alignment, having guided multi-disciplinary teams through complex platform rollouts including ServiceNow, Adobe Experience Manager, and Salesforce Knowledge. Whether enabling adoption through executive communications, optimizing CX frameworks, or architecting digital roadmaps, I work with empathy and rigor to ensure organizational readiness and customer value.

My approach is both strategic and hands-on: I am fluent in agile methodologies, familiar with MarTech stacks, and experienced in AI-driven tools that improve engagement and personalization. I also enjoy sharing insights as a keynote speaker and author on topics such as digital self-service, CX metrics, and the ROI of social technologies.

Ultimately, I’m passionate about solving business problems with purpose-built solutions—leading with data, championing the voice of the customer, and driving outcomes that scale.

Languages
Get your freelancer profile up and running. View the step by step guide to set up a freelancer profile so you can land your dream job.