Michael Thomas

Michael helps organizations improve business performance through continuous innovation of the customer journey.

He is a Business Transformation Leader with 10+ years of experience in designing and implementing end-to-end operational models. He works as an enterprise consultant and coach, specializing in Lean, Six Sigma, and Change Management methodologies. He brings a depth of knowledge in operations, contact centers, and technical delivery. He supports leaders in applying best practices that increase process flow.

Michael started his career in investment services, in the midst of the global financial crisis of 2008. It was this “trial by fire” experience that led him to adopt strategies that improved user experience. Now as a Transformation Leader, he leads initiatives to drive organizational change across many teams, as well as coaching leaders.

He focuses on understanding the needs of customers to identify opportunities for improvement in the context of the user experience. For example, working with a senior leader at a large technology company, he introduced automation with a key moment in the user journey to deliver a 7-figure savings while increasing customer sentiment.

Michael is a Process Improvement Lead at Airbnb, the founder of Strategic Process, LLC, Lean Six Sigma Master Black Belt, Project Management Professional (PMP), Kanban Management Professional (KMP), and Consultant at InfluentialU.

He received a Bachelors in Decision and Information Science from the University of Florida in 2007, and Certificate in Customer Experience Design from Seton Hall University in 2023.