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avatar for Martha Spencer

Martha Spencer

Laureate Global Operations
VP, Student Retention
Baltimore
Martha has been with Laureate for 12 years, and currently serves as the VP. Student Retention within Global Operations. Prior to joining the LNO in July, 2016, Martha 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. Regardless of title ,Martha’s passion is clear- 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. Over the last decade, some key accomplishments include 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)