Peggy McIntyre, MBA, CAE, is VP of Membership at the Association of International Certified Professional Accountants. She joined the Association in 2006, as Sr. Manager, Service Experience in the Contact Center, a role that allowed her to apply her passion for ensuring a positive member experience. In this role and later as the VP of Member Service, Peg implemented continuous feedback mechanisms that were instrumental in resolving the root causes of bad experiences.
In her current role as VP of Membership with responsibility for both US and London teams, she continues to seek ways to improve the experience of becoming a member and to get out the message of the Association’s valuable resources, to ensure retention and recruitment of members.
Previously, Peggy worked in the auto industry, the telecommunications industry, and health insurance. Prior to joining the Association, she worked for a technology subsidiary of the Association of American Railroads as Director of Technical Support. Faced with many customer experience issues, she developed a program to educate staff on the importance of having a fully integrated program at product launch. The program called, “What would Honda do?” illustrated in easy to understand terms, that the launch of a new automobile isn’t just putting the car in the showroom and expecting people to show up. It requires a fully trained sales and service team and service manual, spare parts in inventory, an owner’s manual, an advertising campaign, a service policy, a financing policy, an online presence, etc. All the pieces come together to form an exceptional customer experience. It’s this same thinking that informs her work today.
Peggy was born and raised in Huntsville, Alabama and has lived all over the United States. She received her undergraduate and MBA in marketing from the University of Delaware and currently lives in Raleigh, North Carolina. She holds the Certified Association Executive (CAE) credential.