Terry Chen

Zendesk

Senior Principal, Strategy & Planning

May 2023 – Apr 2025

Aligned long-term corporate vision into execution, driving large-scale transformation programs across the organization. Key achievements:

• Led the Data & Analytics Transformation — enhancing data governance and unlocking an estimated $50M in annualized revenue, including $2M net ARR on data SKUs and increasing churn dollar recall from 51% to 66%.
• Directed the Global Workforce Transformation program, optimizing office structures and scaling global talent, resulting in ~30% of workforce in global locations.

Slalom Consulting

Principal, Business Advisory Services

Dec 2017 – Apr 2022 · San Francisco, CA

Applied human-centered design principles to help clients define critical business needs and develop concrete paths forward. Selected engagements:

• Served as Strategic Program Manager for a global technology company, driving direction for 15+ products that supported 20M SMBs globally throughout the Covid pandemic.
• Led an Operating Model engagement for an IP & security software company, building the business case for migrating to public cloud and assessing organizational impact.
• Drove a $1B cost-savings program for a cloud-based CRM company, tracking spend across Finance, IT, and Engineering for C-level readouts.

Satori Consulting

Consultant

Jul 2013 – Nov 2014 · New York, NY

Management consultant specializing in project and program management, change management, and learning & development for a global pharmaceutical client. Selected work:

• Led launch of an Innovation & Experimentation capability, driving stakeholder awareness across regions and functions through change readiness assessments, videos, and guides.
• Defined business and functional requirements to build a collaboration platform serving 77,000 colleagues.
• Managed OWNIT! Day and Global Manager Forum — company-wide culture transformation initiatives — establishing governance structures and managing cross-functional budgets.