Rajahnah Matra
Customer Experience Strategy & Operations Leader
Portfolio

I design the systems that power modern customer experiences.

I blend CX strategy, operational design, CRM architecture, and AI-enabled automation to help organizations improve service quality, scale efficiently, and operate with clarity.

đź“Ť San Marcos, TX  â€˘  Remote-First
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What I bring: CX strategy, operational leadership, CRM/automation design, and data-informed decision-making to create clear, measurable improvements in customer experience and operational performance.
About

Customer Experience Strategy & Operations Leader

I specialize in CX design, workflow optimization, CRM architecture, and AI-powered automation. Over the past decade, I’ve led multi-state operations, redesigned customer journeys, built CRM ecosystems, and implemented automation frameworks that reduce manual work, strengthen customer satisfaction, and improve execution across teams.

My work sits at the intersection of customer experience, operations, and technology. I’m most energized when turning ambiguity into structured, scalable systems—whether that means mapping journeys, designing workflows, or architecting CRM and automation solutions that support growth.

Alongside my career, I operate Sky Heights Consulting, where I build automation systems and CX frameworks for small-to-mid-sized businesses. This consulting work keeps me close to real-world challenges, and informs the way I design systems inside larger organizations: grounded, pragmatic, and focused on measurable impact.

Core Capabilities

How I Create Impact

Customer Experience & Strategy
CX Strategy & Design Journey Mapping Service Blueprinting Customer Insights Lifecycle Optimization
Operational Excellence
Process Optimization Workflow Design Multi-Site Operations Vendor & Partner Management Cross-Functional Leadership
CRM Architecture & Automations
Salesforce HubSpot Airtable Zapier Notion AI-Powered Workflows
Digital Transformation & Delivery
AI Workflow Design Automation Roadmapping Intake & Onboarding Systems Scheduling & Follow-Up Flows Reporting & Dashboards Change Management Project Management
Selected Work

Case Studies

Customer Journey Redesign & CX Blueprint
Retail Client  â€˘  CX Strategy & Onboarding Design

Challenge: The client was experiencing inconsistent onboarding, customer confusion, and gaps across their service touchpoints.

Solution:

  • Designed a full end-to-end customer journey map.
  • Identified friction across intake, onboarding, and communication flows.
  • Built a CX blueprint with workflows, handoffs, and touchpoint guidance.
  • Created a scalable onboarding system tied to staff responsibilities.

Impact: Improved clarity for customers and staff, reduced friction across onboarding, and created a replicable CX framework for future hires.

CRM + Automation Build (Airtable & Zapier)
Service Business  â€˘  CRM Architecture & Automation

Challenge: Operations were tracked through spreadsheets and messages, causing missed follow-ups and inconsistent customer communication.

Solution:

  • Built a centralized Airtable CRM to track customers and workflows.
  • Implemented automated lifecycle workflows across intake, follow-ups, and scheduling.
  • Configured Zapier automations to reduce manual updates and improve reliability.

Impact: Reduced manual workload by an estimated 30–50%, strengthened reporting visibility, and improved customer consistency across the lifecycle.

Multi-State Operations Strategy Leadership
Poseidon Music Ltd  â€˘  Regional Operations & CX Execution

Challenge: A rapidly scaling immersive entertainment company needed consistent execution and communication across 10+ venues.

Solution:

  • Directed regional operations across the Northeast, overseeing staffing, training, and logistics.
  • Developed internal tools including an Asset Manager Tracker, Secret Shopper program, and Rep Feedback system.
  • Strengthened communication between venue teams and global leadership.

Impact: Improved partner satisfaction, enhanced execution consistency, and increased operational responsiveness across multi-site operations.

Vendor Communication & Operational Workflow Redesign
DuPont  â€˘  Operational Workflow & Readiness

Challenge: Vendor communication was fragmented, causing delays and operational friction.

Solution:

  • Designed a streamlined vendor communication workflow and tracking approach.
  • Supported cross-functional contractor onboarding and safety orient ations.
  • Built dashboards to track progress, risks, and readiness across facilities.

Impact: Reduced response time by approximately 50%, improved alignment, and strengthened operational readiness.