Service Design & CX
Service Design has been my biggest passion for close to five years. I had the privilege to work as a Service Designer and further grow into leadership to help the organization I work for to orchestrate for a better and cohesive customer experience.
The years allowed me to work across several business areas for QFG, a Canadian Financial Group. From Investment, to Mortgage, to Saving, to Insurance, and to Tax, I could deliver projects driving various outcomes, such as:
• Efficiencies for backstage operations on various services between 40% and 80%;
• 2.2x growth in one business unit during an year;
• Transfer Account Experience with outcomes up to 20% quicker resolution & 40% less manual backstage effort with a ROI < 3 months;
• Processing time cut between 60% and 80% and reduction of up to 700 Contacts/month for a micro-service alone of the Deposit service.
Beyond the outcome of projects, I’ve been able to:
• Make Service Design and CX part of strategic endeavors and grow the discipline;
• Achieve high leadership scores from employee satisfaction surveys including 100% team satisfaction with wellbeing support.
These contributions led to become promoted four times along four years and currently report to a C-level executive.
There are many learnings from the reflection I make of my career and ultimately focus in design and customer experience. However, the key one has been the importance of prioritizing where a CX team is involved and create the conditions to measure it’s impact to further elevate the area.
Find more about my recent achievements on my resume or send me a message to get in touch.
* To comply with NDA for for-profit business, some data has been concealed.