About Vivian
Vivian Phillips Husband, PhD, CPCU is a dynamic, forward-thinking customer experience executive with more than 25 years of leadership across the insurance industry. As Vice President of Customer Experience & Shared Services at Blue Shield of California, she leads large-scale operations with heart and precision—guiding 1,500 team members, stewarding a $155M+ budget, and shaping a $17M technology and innovation roadmap that powers memorable, friction-free member experiences.
Vivian is widely recognized for transforming service operations, elevating member satisfaction, and cultivating inclusive, purpose-driven cultures where people thrive. Her signature blend of strategic clarity, operational discipline, and human-centered leadership has earned her a reputation as a trusted executive partner and influential voice in the customer experience field.
A lifelong learner and advocate for ethical leadership, Vivian holds a Ph.D. in Management with a focus on organizational change. She previously served as fixed-term faculty at Michigan State University, where she helped build the graduate customer experience curriculum and mentored emerging leaders.
Vivian’s governance expertise extends to the boardroom. She proudly serves on the Board of Seattle Credit Union, providing fiduciary oversight, shaping policy, and ensuring alignment with member-centric values.
She is frequently invited to speak on customer experience, transformation, and leadership—including presenting “Customer Experience Trends and Strategies 2024” at the CX Global Summit in the Philippines.
Core Strengths & Passions:
Corporate governance, strategic planning, financial stewardship, stakeholder engagement, contact center transformation, enterprise service delivery, human capital strategy, and elevating the voice of the customer.
At her core, Vivian is committed to aligning people, purpose, and performance—building organizations worthy of the communities they serve.
Vivian is passionate about literacy and serves as President for a national non-profit book club that encourages and celebrates responsible writing of African American literature.
Vivian is a native Californian. She and her husband reside in Seattle, WA, and Fallbrook, CA.