Mary Austin embarked on her professional journey in the realm of hospitality, tourism, and events, a trajectory that exposed her to some of America's most captivating landscapes. Her early career was marked by a perpetual quest for new experiences, spanning the picturesque shores of the East Coast to the rugged grandeur of the Rocky Mountains. These experiences not only enriched her ability to connect with individuals from diverse backgrounds but also ignited her unwavering passion for Customer Experience (CX) and Customer Insights. Driven by an insatiable curiosity, untapped creative potential, and formidable analytical skills, Mary Austin found her calling in Customer Relationship Management (CRM).

Taking the strategic leap to New York, NY, Mary Austin pursued her academic ambitions, earning a Bachelor of Business Administration (BBA) in Marketing, thoughtfully complemented by a minor in Sustainability from LIM College. With a professional journey spanning over 15 years, and a career enriched by diverse consumer-facing roles across multiple industries, Mary Austin has honed her expertise in client experience and operational excellence. Her proficiency extends to an in-depth understanding of clienteling software, omnichannel technology, and technical mastery in SQL, R, and Python. However, it's her innate intuition for client services that consistently underscores her professional ethos.

In her current role as an Executive Fellow at FUSE, Mary Austin is making a significant impact on local government effectiveness. FUSE is a national nonprofit dedicated to building more equitable communities by embedding private sector executives in city and county agencies. Mary Austin is currently consulting with the New York City Department of Environmental Protection’s Bureau of Customer Services on a project to "Building a System to Improve Customer Communications." This project encompasses scoping, requirements gathering, vendor collaboration, employee training, and implementing a communication strategy. Her work aims to enhance external communications, improve the quality and speed of customer service, and bolster trust in local government.

Mary Austin’s commitment to personal and professional growth shines through in her completion of a Master of Science (M.S.) in Sustainability Management at Columbia University's School of Professional Studies. Within this program, she honed her focus on stakeholder engagement and strategic communications for environmental and social impact. With a dynamic focus on global perspectives for sustainable progress across diverse organizational models, she leverages her scientific and technical mastery for social justice and business outcomes.

As an accomplished and highly skilled professional with a profound appreciation for art, architecture, history, literature, and fashion, Mary Austin brings a unique and insightful perspective to her work. Based in the vibrant epicenter of New York, NY, her career journey has been profoundly influenced by the city's dynamic cultural landscape. With a keen eye for detail and an unwavering commitment to innovation, she leverages her rich experiences to drive forward-thinking initiatives. Her deep understanding of the convergence of these creative realms not only informs her professional endeavors but also positions her as a dedicated advocate for pushing the boundaries of excellence.