Martha Spencer has been with Laureate for 10 years, most recently having served as Chief Customer Officer within the LOE division of Laureate Global Products and Services (GPS). Prior to that, Martha served as VP, Student Experience with oversight of the functional operations for Academic Advising, Student Support, and Admissions. In her roles, Martha has led the charge at placing students at the center of the business. She has transformed the way Laureate approaches the student experience through her leadership and she embodies a student-centered culture with a focus on the voice of the customer, customization of support, and evidence-based decision-making for improvements to the student experience.
Martha’s accomplishments over the last decade include her emphasis on research and development through the first-year student progress strategy, her introduction of the customer effort score as a new business metric (which enables the business to understand and act upon attrition risk in real time), and the implementation of Laureate One (L1). Martha’s enthusiasm, leadership, and results-driven approach have earned her recognition as a top contributor to Laureate.
She was awarded the Inverted Pyramid Award and the President’s Award in 2008, and the Significant Contributor honor from LIU in 2015, in recognition of her contribution to the LATAM region in helping to advance their student success strategies. Martha has a long professional history of advocating an exceptional experience for her students and customers. Prior to joining Laureate, she served in a similar customer focused role at QVC where she managed the Office of the President. In that role, she was a member of the larger Customer Focus team, serving as an advocate at all levels throughout the company in helping to create and implement long term customer strategies through the tracking, measurement and analysis of customer trends.
Martha earned her MBA from Penn State University. She has a solid record of understanding and connecting with students while also driving results for the business. Her passionate pursuit of an exceptional student experience has had widespread impact across LOE.