# William Melville > Director, CS Global Strategic Design at StockX Location: San Francisco Bay Area, United States Profile: https://flows.cv/williammelville Customer Experience and Service Design leader with 7+ years driving global support strategy for a high-growth marketplace. Specialize in automation, customer segmentation, CRM transformation, and product-informed service design that improves experience while lowering cost-to-serve. Known for translating Voice of Customer insights into scalable product and operational solutions, and for building high-performing global teams aligned to measurable business outcomes. ## Work Experience ### Director, CS Global Strategic Design @ StockX Jan 2022 – Jan 2026 Led and evolved global Customer Experience strategy for a multi-million user marketplace across North America, EU, and APAC. Over tenure, held portfolio ownership across five core CX pillars: Contact Reduction & Automation Strategy -Reduced overall contact rate from 45% to 10% over five years, driving multi-million dollar operational savings and materially lowering cost-to-serve -Led implementation, integration, and design of AI search chatbots and automation tools, reducing contact rate by 20 percentage points -Increased self-service adoption by 10 percentage points through FAQ redesign, automation optimization, and improved search architecture -Leveraged contact analytics, customer verbatims, and structured customer interviews to identify highest-cost drivers (Returns, Buyer & Seller Cancellations) -Influenced Product and Engineering roadmap to prioritize automated solutions, delivering systemic changes that reduced contact rate by 10+ percentage points. Insights & Voice of Customer -Founded and led CS Insights program converting 100+ qualitative and quantitative readouts per year into cross-functional roadmap action -Launched Qualtrics Discover to scale customer feedback intelligence Customer Segmentation & Value Strategy -Launched segmentation tool to identify and support strategic customer segments -Developed Relationship Value Strategy to support seller growth and retention, increasing Power Seller CSAT 30 points -Led new buyer and proactive chat programs to optimize service recovery and revenue generation CRM & Platform Transformation -Led Self Service CRM transitions from Salesforce to Microsoft Dynamics and subsequently to Gladly -Designed bot architecture, routing logic, and knowledge migration strategy -Owned Salesforce administrative strategy CS Support Team Global Leadership -Over tenure, led global enablement organization of 10 direct reports supporting 11 regions, building foundational systems that scaled with marketplace growth ### Strategic Design Senior Manager @ StockX Jan 2021 – Jan 2022 | Detroit, MI ### Strategic Design Manager @ StockX Jan 2020 – Jan 2021 ### Knowledge Manager @ StockX Jan 2019 – Jan 2020 | Detroit, MI ### Pro | In-Store Trainer | New Store Opening Mentor @ Apple Jan 2012 – Jan 2018 | Toledo, Ohio Developed and delivered large-scale training and enablement programs in a high-volume, customer-centric retail environment Led store-wide onboarding and upskilling initiatives supporting hundreds of employees across market expansions Selected to support multiple new store openings, standardizing customer experience delivery and training execution Coached customer service and sales performance while driving top individual and store NPS results Built foundational expertise in customer experience standards, operational discipline, and performance-driven coaching ### Language Ambassador @ Spanish Ministry of Education Jan 2010 – Jan 2012 | Galicia, Spain Developed customized lesson plans and cultural programming to support language acquisition goals in coordination with school leadership ## Education ### Bachelor of Arts (B.A.) in Psychology, Spanish University of Michigan ## Contact & Social - LinkedIn: https://linkedin.com/in/wtmelville --- Source: https://flows.cv/williammelville JSON Resume: https://flows.cv/williammelville/resume.json Last updated: 2026-04-13