About
Brian Charlonis
I’m a CX strategist and digital product leader with over 11 years of experience helping Fortune 500 companies create more human, intuitive, and high-performing digital experiences. My work lives at the intersection of customer insight, digital strategy, and business transformation — and I thrive on making complexity feel simple.
I’ve worked across highly regulated industries like financial services, insurance, and healthcare, leading customer experience initiatives that reduce friction, boost satisfaction, and deliver measurable results.
What Drives Me
At the core of every project, I ask:
“What do our customers really need, and how can we use that insight to unlock value?”
My passion lies in uncovering the why behind customer behavior. Whether I’m leading a design thinking workshop, analyzing journey data, or building executive dashboards, I aim to tell a compelling, actionable story — one that aligns user needs with business goals.
Areas of Expertise
Voice of Customer (VoC) ProgramsStrategy, tooling, and insight synthesis
Customer Journey MappingCross-channel mapping with supporting data
Experience Design & Product StrategyFrom napkin sketches to roadmap alignment
CX in Regulated IndustriesFinancial, insurance, and healthcare transformation
Cross-Functional LeadershipBridging the gap between business, design, and technology teams
AI & AutomationExploring intelligent systems to scale customer insight
An American Fortune Global 500 wanted to host an internal AI and ML conference for their Business Managers, Developers and Designers
Education
Bachelor of Fine Art (BFA)
University of Hartford,
Hartford Art School
Master of Business Administration (MBA)
Quinnipiac University
Member of Beta Gamma Sigma (BGS), an international business honor society that recognizes and honors high-achieving students in business programs accredited by AACSB International.
Why Work with Me?
I lead with empathy but execute with precision.
I translate research into roadmaps.
I’ve seen what success looks like in complex enterprise environments — and I know how to get there.
Whether you need a customer insights lead, a CX program strategist, or someone who can unite product, design, and technology around the voice of the customer, I bring the toolkit and mindset to deliver.
Let’s Connect
I’m currently open to opportunities where I can help organizations solve complex CX challenges and deliver customer-centric innovation.
May I Show You My Portfolio?
Say hello and I’ll share the password.