Tracy Watkins, MBA
Tracy Watkins, MBA, is an accomplished AI‑powered customer experience and digital transformation leader with over 20 years of experience helping organizations turn insights into actionable strategies. As the Founder and Principal Consultant at NOVA Transformations Consulting Group, she partners with companies to uncover what customers truly need and translate those insights into innovation roadmaps, strategic plans, and measurable outcomes. Her expertise spans customer insights, strategy development, journey mapping, and leadership guidance, enabling organizations to move from data overload to clarity and action.
Prior to founding NOVA Transformations Consulting Group, Tracy spent more than a decade at Delta Air Lines, where she held progressive leadership roles across innovation, customer experience, and IT business consulting. She spearheaded AI-driven initiatives, established the Delta Insights Hub, and led programs that enhanced operational efficiency, optimized inventory systems, and improved customer engagement. Her work consistently delivered measurable results, including cost savings, improved performance metrics, and strengthened cross-functional collaboration.
Tracy holds an MBA in Organizational Leadership from Columbia Southern University and a degree in Computer Information Systems from Clark Atlanta University. Known for her blend of analytical rigor, creative problem-solving, and practical execution, she empowers teams to build innovation momentum, align around clear priorities, and execute with confidence. Beyond her professional work, Tracy loves to travel, drawing inspiration from new cultures and experiences, which further fuels her innovative approach and global perspective in consulting.
• Certified Scrum Master and Product Owner
• Columbia Southern University - MBA
• I AM D.O.P.E (Daughter of Purpose and Excellence) - Founder
What do you attribute your success to?
I attribute my success to my faith in God and my passion for what I do, which has driven me to excel in AI transformation throughout my career. By embracing innovation, continuously learning, and approaching challenges with dedication, I have been able to deliver meaningful impact and advance initiatives that drive both organizational growth and technological progress.
What’s the best career advice you’ve ever received?
The best career advice I’ve ever received was to lead with clarity, not complexity. A mentor once told me that my job wasn’t just to solve hard problems, but to make the path forward unmistakably clear for everyone around me. That guidance changed the way I show up as a leader. It pushed me to simplify the noise, elevate the vision, and create the kind of alignment that allows teams to move with confidence. It’s shaped how I coach leaders, drive transformation, and build strategies that people can actually execute.
What advice would you give to young women entering your industry?
The advice I always give young women is this: don’t shrink yourself to fit into rooms you were born to transform. This industry will test your confidence, your voice, and sometimes even your sense of belonging. However, your perspective is not a liability, it’s your advantage. Lead with clarity, stay curious, and never apologize for taking up space in conversations where your insight can change the direction of a product, a team, or an entire organization. And most importantly, build community. The women who walk beside you will become your sounding board, your strength, and your reminder that you’re not navigating this journey alone.
What are the biggest challenges or opportunities in your field right now?
One of the biggest challenges in customer experience and digital transformation is that organizations have more data than ever but still struggle to turn it into clear, actionable insight. The opportunity lies in using AI to simplify that complexity; connecting signals across channels to personalize experiences and eliminate friction before it reaches the customer.
Another challenge is the pace of change, but that’s also where the biggest opportunity lives. The companies that build flexible, insight‑driven ecosystems and empower their teams to innovate will lead the next era of customer experience.”
What values are most important to you in your work and personal life?
The values that guide me both in my work and in my personal life are clarity, integrity, and service. I believe in creating clarity for the people around me, whether that’s simplifying complex problems or helping teams see the bigger picture so they can move with confidence. Integrity matters because trust is the foundation of every meaningful relationship, especially in environments where decisions impact customers, teams, and the business. And service is at the core of who I am. I’m committed to lifting others, creating space for people to grow, and using my influence to make the work better, the experience better, and the people around me better.