Anna Quackenbush

Director Global Customer Experience Illumina

As the Global Customer Experience lead at Illumina, Anna Quackenbush is responsible for driving customer loyalty and satisfaction during any interaction with Illumina. Her team gathers feedback from customers and works with leaders across the business to drive changes to services and processes. She is responsible for the cultural change that accompanies a successful customer experience transformation, bringing design thinking and journey mapping trainings to teams across Illumina. 

Prior to her role in Customer Experience, Anna successfully built Illumina’s first User Experience team within Product Development. In that role, she established the organization’s human factors and usability capabilities. Her background in Biomedical Engineering allowed her to translate the needs of scientific lab customers for the software and hardware engineering organizations. In her role in Customer Experience, she remains connected to the User Experience team to deliver a unified experience.