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Summary

CUSTOMER EXPERIENCE MANAGEMENT | TEAM LEADERSHIP | JOBS-TO-DONE PRACTITIONER | MBA | CCXP  

Directing enterprise-wide customer experience initiatives, with expertise in...

  • Customer experience strategies developed in diverse areas including...prospect acquisition, client onboarding, digital tools, customer retention 
  • Qualitative and quantitative consumer research using the Jobs-to-be-Done method to facilitate service and product innovation
  • Developing visual analytics (e.g. journey, value-stream, and job mapping) to inform the design of client experiences
  • Leading cross-functional teams - sales, IT, finance, human resources - as well as collaboration with external consulting, marketing and technology partners 

Customer Experience Roles

Apr 2013Present

Client Experience Lead

MD Financial Management

Prior to the introduction of the Client Experience department, the company lacked several well designed and consistently executed client-facing processes and metrics.  Some accomplishments include...

  • The introduction of a new client onboard experience that reduced the client's time to open an account by over 30%, reduced the documentation error rate from 50% to less than 10%, and saved over 10 labor hours
  • Designed a qualitative and quantitative research initiative to inform the design of a service offering for High Net-Worth clients.  I interviewed 24 clients and identified over 40 underserved needs for which new solutions were introduced.  The High Net-Worth service attracted 20-plus new clients in the first year
  • The management of a cross-functional team tasked with developing and introducing a lead qualification process and technology.  Using a newly developed dashboard, financial advisors were presented with qualified leads resulting in a 10% plus conversion improvement
Apr 2012Mar 2013

Engagement Manager - Client Experience

Greenwich Associates

Greenwich Associates provides business intelligence services to financial institutions including commercial and retail banks and credit unions.

  • Managed the development and implementation of voice-of-customer surveys for six Canadian credit union clients
  • Developed and presented client training courses focusing on using Net Promoter survey feedback to manage customer satisfaction initiatives
Apr 2005Apr 2012

Manager, Customer Relationship Management

Honda Canada Inc.
  • Was the founding manager and launched the successful implementation of the CRM Department at Honda
  • Oversaw all direct-marketing - Sales and Service - activities for the Honda, Acura and Motorcycle operations
  • Introduced predictive modelling  and applied the analytics to sales promotions and retention of lease customers.  Sales conversion improved by 8% and customer attrition was reduced by over 12%
  • Directed a staff of 5 analysts and 3 vendor partners
Sep 2002Apr 2006

Manager, Customer Experience and Process Improvement

Honda Canada Inc.
  • Managed the design, introduction and implementation of a national customer satisfaction initiative involving over 300 dealerships from the Honda and Acura brands
  • Collaborating with a vendor partner, successfully delivered a two-day training course to over 1,000 dealership staff throughout Canada
  • Developed and delivered a specialized training course for dealership Process Improvement Facilitators to assist them in managing the process improvement function at their dealerships
  • Within 3 years of the introduction of this initiative, Honda and Acura retail customer satisfaction rankings as measured by an independent third party improved to the top quarter amongst all automotive brands and customer retention improved by over 10%
  • Directed a staff of 3 analysts and managed 5 vendor partners

Education

Skills

Jobs-to-be-Done Innovation
Customer Experience Strategy 
Net Promoter System
Interviewing Customers
Journey Mapping and Analytical Visuals
Directing Cross-Functional Teams Using Objectives and Key Results (OKR)
Process Improvement
Fluent in Spanish

Certifications

2018

Blue Ocean 101 Certification

Blue Ocean Institute
2017

Jobs-to-be-Done Certification

Strategyn LLC
2017

Customer Experience Certification Course

Rutgers University
2017

Six Sigma Green Belt Certification

McGill University
2013

Business Model Master Class

Strategyzer Academy
2004

Kepner-Tregoe Decision Making

Kepner-Tregoe Education

Interests

In addition to managing customer experience initiatives in the United States and Canada, I have also consulted on CX initiatives in the UK, South America, Japan and Taipei.

For the past several years, I've been an alumni mentor for MBA students at the University of Toronto's Rotman School of Management.  I also participate on the alumni advisory board, and recently helped with the development of a new website dedicated to keeping graduates in touch with the business school.

I'm an avid reader, and particularly enjoy books on...current events, business, and history.