Vicki is a passionate and experienced change agent who partners with leaders to build organizations that deliver superb customer experiences. As an organizational catalyst, she facilitates cultural change and implements improvement methodologies that help businesses to extend relationships with customers and earn their deep and lasting loyalty.

Vicki engages employees to improve the end-to-end customer journey, while enhancing product and process quality. She helps organizations create sustainable change that benefits customers, employees, and investors alike.

For more than 30 years, Vicki has served as both an internal and external consultant. Her career began in the early 1980s studying Japan’s Quality movement. In the US, Asia and Europe, Vicki has worked in a range of industries including high technology, utilities, healthcare, software, construction, aerospace & defense, and entertainment. She has led teams across many functions, such as Quality, Project Management, Operations, HR, Merger Integration, Process Excellence and Customer Experience. 

Vicki has a BA in Asian Studies from UC Santa Barbara and a Masters in International Management from the Thunderbird School of Global Management, Glendale, AZ.

She is a mother of four, married to her life partner, Peter Higa, and is a consummate volunteer. In 2009, she and Peter co-founded Animal Assisted Happiness, a non-profit organization that provides an opportunity for children with special needs to interact with animals and find their joy.