RESULTS

The track record behind Lumina.

Problem → Intervention → Outcome.

REPRESENTATIVE OUTCOMES

What changes when the system comes back into coherence.

35→59 NPS Lift
Problem Customer onboarding was generic and time-to-value was slow. NPS sat at 35.
Intervention Redesigned the onboarding journey around customer milestones, embedded success motion, and aligned cross-functional ownership.
Outcome NPS lifted from 35 to 59 — year after year over 3 years.
$20M+ Implementation Delivery
Problem Implementations exceeding $20M were at risk of timeline slippage and governance failure.
Intervention Disciplined discovery, phased delivery, adoption built in from day one, Prosci/ADKAR-driven change management.
Outcome Delivered on time and within governance. 95%+ on-time delivery rate.
60% Decrease in Document Processing
Problem Document processing and issuance was stalled with document change and issue requests piled feet high.
Intervention Paper process optimization reducing processing time 30% and then implementation of a QMS reducing processing time an additional 60%.
Outcome 60% reduction in document processing time.
350+ Scale & Compliance
Problem 350+ customers needed implementation, adoption, and process transformation support across a growing organization.
Intervention Built scalable onboarding, adoption, and quality systems with embedded training and governance.
Outcome 350+ customers supported. 98% training compliance.
50→98% Training Compliance
Problem Disconnected processes resulting in training non-compliance.
Intervention eQMS implementation.
Outcome Training metrics updated from 50% on-time training completion to 98% on-time training completion.
+60% Profitability
Problem Profitability sat at a negative number due to manual and unclear processes.
Intervention Clarified processes and added automation.
Outcome Increased profitability in the area to 60%.
GLOBAL REACH

Customers and partners across 19 countries.

From North America to Asia-Pacific, Lumina's work spans regulated industries, SaaS organizations, and enterprise transformations worldwide.

Customers & Partners Served
Engagement Outcomes

What that looks like in practice.

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Cut weeks off implementations with disciplined discovery, phased delivery, and adoption built in from day one.

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Streamline operations, modernize validation, and embed continuous improvement across regulated workflows.

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Design onboarding and success journeys that lift NPS, reduce churn, and unlock expansion revenue.

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Move from AI pilots to production with governance, change management, and workforce enablement.

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Equip sales and customer teams with the enablement and readiness to hit the number, consistently.

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Stakeholder engagement and communication plans that make transformation stick long after go-live.

Transparency matters.

The results above reflect my prior leadership roles at a B2B SaaS company and a CDMO — representative of the outcomes driven. They are not presented as Lumina client engagements. Full references available on request.

Where Lumina has direct client engagement results to share, they will be presented here with appropriate attribution and detail.

WHAT CLIENTS SAY

Specific evidence over generic praise.

"Jessica demonstrates a strong commitment to the customer and makes decisions with a customer focus always top of mind."

— Education Leader, Colleague

"It's a real MasterClass to watch her work in systems, leading her consultants, and collaborating with other teams."

— CSM Leader, Colleague

"What truly sets her apart is her exceptional skill in balancing competing priorities across multiple complex projects without sacrificing quality or deadlines."

— Sales Executive, Colleague

Let's Build a Path to the Results You Want

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