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Kh Thompson
Strategist, Gray Matter Strategy Location: Mableton, GA United States Joined: Jun 28th, 2021 |
| About (request update) | |
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Im a proud Spelman alumna and a Lady Buc with my Ph.D. from the University of the Virgin Islands. As a strategist, connector, and lifelong learner, Ive spent 20+ years leading strategy, innovation, and transformation at companies including Best Buy and Humana. I love making sense of complex challenges, bringing people together, and turning ideas into meaningful results. Beyond work, youll find me mentoring, building community partnerships, or trying a new hobby, from roller-skating to gardening. I believe in sharing what we know, opening doors, and making room for others to grow. Im excited to connect with fellow HBCU professionals, exchange ideas, and explore what we can build together.
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| Experience |
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I currently work with Gray Matter Strategy
as Strategist I have 23 years of experience working in the Research & Development industry. |
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Senior Manager, Customer Strategy, Integration & Portfolio Performance |
Best Buy, Inc.
From May 2024 to October 2025 • 1 year(s) Directed turnaround strategy for the Virtual Channel, increasing revenue from $385M to approximately $700M and growing channel share from 7% to 15% within 12 months. Led Caregiver Segmentation strategy, defining four customer segments that increased engagement 25% and revenue 17% while shaping product, experience, and go-to-market priorities. Led Future Store Experience strategy, translating customer research and behavioral insights into a future retail vision that increased regional sales 18%, improved CSAT 32%, and established the store as Best Buy's No. 1 customer channel. Translated Voice of Customer, market intelligence, and performance analytics into enterprise growth, channel, and customer experience strategies that informed investment and portfolio priorities. |
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Senior Manager, Strategy, Planning & Capabilities |
Best Buy, Inc.
From May 2024 to October 2025 • 1 year(s) Served as strategic advisor to the Chief Diversity Officer and Chief Organizational Effectiveness Officer, leading enterprise strategy, organizational effectiveness, workforce transformation, and performance management initiatives. Architected and executed a five-year enterprise strategy roadmap aligning corporate priorities, governance, workforce strategy, and transformation objectives. Established enterprise governance, OKR, KPI, and performance management frameworks that strengthened strategic execution and achieved fiscal-year alignment within 60 days. Led organizational effectiveness and business process optimization initiatives that increased employee engagement and team effectiveness by 10 points within 120 days. Designed enterprise operating models and organizational capabilities to strengthen workforce readiness, leadership effectiveness, and transformation execution. |
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Director, Strategy & Customer Journey Architecture |
Truist
From September 2020 to November 2021 • 1 year(s) Directed customer and business banking strategy during large-scale merger integration efforts. Defined MVP and Minimum Viable Experience priorities that accelerated market entry and enabled platform launch within six months. Reduced onboarding time by 50% through customer journey redesign, process optimization, and digital experience transformation. |
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Director, Consumer Engagement & Experience |
Nason Group
From January 2015 to December 2019 • 4 year(s) Led experience strategy for a healthcare startup, aligning business, clinical, operational, and customer priorities. Directed applied research and strategic partnerships, advancing innovation in 3D medical prosthetics and accessibility solutions. |
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Manager, Strategy, Consumer & Patient Experience |
Humana, Inc.
From October 2012 to March 2018 • 6 year(s) Served as a founding enterprise architect for the Humana Innovation Lab within the Customer Experience Center of Excellence, establishing frameworks for innovation, governance, Human-Centered Design, Lean Startup, and Agile that influenced transformation across 5,000+ associates and 1,000+ leaders. Helped drive $250M in enterprise value over five years, including $6M+ in first-year savings, through Innovation Lab and Customer Experience Center of Excellence transformation initiatives focused on operating model modernization, innovation governance, and enterprise capability building. Led enterprise adoption of Cogito AI, generating $75M in Year 1 business impact from a $7M investment while increasing coaching effectiveness 62% and improving NPS 12%. Modernized consumer-facing digital platforms, increasing digital adoption 70%, achieving 80%+ utilization, improving platform functionality 90%, and expanding digital and telehealth capabilities. |
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Project Analyst & Product Manager, Spending Account Administration |
Humana, Inc.
From June 2006 to September 2012 • 6 year(s) Directed product strategy for Humana's Spending Account ecosystem, launching the unified FSA, HSA, and PCA Spending Account Card, achieving 80%+ platform utilization and reducing reimbursement processing time by 73%. Led customer experience, information architecture, and digital transformation initiatives, improving platform functionality by 90% and increasing digital usage by 87%. Developed strategic partnerships with Walgreens and Kroger, driving 65% revenue growth through integrated healthcare payment and retail solutions. |
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Technical Writer |
Aflac, Inc.
From November 2003 to May 2006 • 3 year(s) Led enterprise communications strategy, regulatory alignment, and cross-functional integration to drive consistency, compliance, and scalable communication frameworks. Key Achievements: Directed enterprise FSA communications strategy, aligning all customer materials with IRS Publication 502 and operational standards, maintaining zero compliance gaps over two years Built and scaled enterprise communication frameworks in partnership with Marketing and Branding, later adopted by Aflacs NASCAR Communications team Led internal communications and executive messaging strategy, strengthening employee engagement and leadership alignment across functions Streamlined content operations and media processes, improving speed, accuracy, and consistency of customer-facing communications |
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