Brian is part of TD's Front-to-Back (F2B) team, which focuses on identifying and leading strategic initiatives. As the F2B CX Practice Lead, he defines new customer and colleague experiences that unlocks new value opportunities for the business. He uses his design, innovation, and business expertise to mature the F2B CX practice, advise business leaders, and coach CX practitioners. He aims to strengthen CX capabilities in consulting, venture, and strategy environments.Additionally, Brian is involved in TD's marketing pillar as part of the CX&I (Customer Experience & Innovation) team. He advises senior leaders on strategic insights and leads research benchmarking within the Consumer Insights group.

From design research, service design, and greater business strategy initiatives, Brian was responsible for overseeing the development of new strategy offerings, fostering client relationships, crafting program approaches, managing cross-disciplinary team members, and driving program deliverables ensuring they achieve real business outcomes.Notable Highlights Global B2B Engineering Software Provider: Brian played a vital role in supporting the organization's transition to subscription-based models. He provided executive guidance on adapting to the evolving dynamics of B2B commerce and delivered strategic recommendations for creating their revamped direct B2B purchasing platform.Global Entertainment Provider: In collaboration with a global entertainment leader, Brian spearheaded a venture initiative aimed at growing and monetizing their fan loyalty program. From rapid discovery to strategic planning, Brian and his team delivered a revamped program portfolio that introduces new experiential fan offerings while developing a pathway to mature CX delivery capabilities.

Brian was a unique and valuable asset to the organization, serving as a growth strategist, service designer, and design researcher. Acting as a bridge between business and design realms, he guided multi-disciplinary teams through comprehensive end-to-end strategy initiatives. He is a FJORD alumni and a business design practice expert.Notable Highlights National Transportation Provider Asset Management Tool Cure Strategy: Led a crucial initiative, which aimed to identify the main obstacles to the widespread of an "Enterprise Asset Management" system. Initially, the assumptions were centered around technological challenges. However, Brian uncovered that the organization faced broader issues such as conflicting priorities among business departments, cultural resistance to the future of work, and behavioral incentive challenges at the individual employee level. Brian made significant contributions by delivering a strategic cure plan that unlocked substantial trapped value across the organization. He played a crucial advisory role in engaging and advising the executive group, which included the CTO, COO, and critical VPs. Together, they emphasized the importance of achieving success by striking a balance between technological advancements, cultural requirements, and human-centered solutions.National Housing Provider Venture: Brian led a critical research operation aimed at addressing Canada's housing shortage, affordability issues, and supply-chain crisis.His efforts resulted in the identification of transformative opportunities and solutions for the Canadian housing ecosystem. These insights and solutions have formed the basis of the organization's current venture portfolio, including a groundbreaking home-sharing market provider that addresses the issue of empty rooms in Canadian homes. Across Accenture globally, his signature research and strategy approach has been used as a leading benchmark for landscape scanning, foresight innovation, and venture design.

As an independent freelancer working with top industry executives, Brian has successfully shaped and executed on priority strategy projects ranging from research, product & experience design, innovation & venture portfolios.Concrete Cardinal Venture Strategy & Portfolio - Identified untapped market opportunities and devised business concepts that resulted in the creation of a new venture strategy and portfolio.Tridel - Covid-19 Condo Resident Service Reimagination - Created enhanced customer experiences and implemented strategic initiatives to improve Tridel's ability to serve condominium residents and effectively manage buildings amidst the challenges of the Covid-19 pandemic.Tridel - Condo Resident Experiential Offerings - Identified innovative opportunities and developed a strategic roadmap to enhance the living experience and overall quality in Tridel condominiums.Social Score - Literature Research, Market Research, & Human-Centered Design - As vertical living continues to bloom in major metropolises, Brian provided strategic consulting and advisory services for a housing benchmarking company. Through literature research and primary research, he developed a community benchmarking framework for the company with key criteria areas to adequately measure the housing and community health of the various condo and apartment buildings in Toronto.

As a member of Canada Life's innovation strategy team, Brian played a crucial role in developing new financial services offerings. These additions transcended the organization's portfolio, enhanced its market positioning, and introduced a fresh approach to the traditional financial services advisory model.Notable Highlights Student Debt Employer Benefit Offering - Developed an innovative employer benefit that combines flexible savings and matching contributions to assist employees in simultaneously saving for retirement and paying off their student loan debt.Flexible D2C Small Business Benefits - Created a self-serve benefits platform that empowers employers to design flexible, cost-effective, and personalized benefit plans.Group RESP Employer Benefit Offering - Developed an employer benefit program that assists employees in saving for their children's higher education by offering new contribution matching services.

Led the research and identification of new retail service concepts.

Designed custom eLearning courses, products, and engagement materials.