Erin G. Email & Phone Number

San Francisco, Ca, Us

Toronto, On, Ca

I ensure the voice of the customer is elevated to the C-suite, drive strategic priorities and actionable insights to enhance customer experiences and loyalty across the bank.✅ Led initiatives that contributed to double-digit improvements in customer satisfaction (NPS) across key business areas✅ Streamlined internal processes, significantly reducing response times and improving operational efficiency across critical service channels✅ Spearheaded data-driven projects, aligning customer feedback with measurable business outcomes and tracking performance against key targets✅ Managed cross-functional collaboration, ensuring customer-centric strategies drive transformational projects and decision-making✅ Proficient in CXM technologies, including Medallia and Qualtrics, while building a roadmap for future AI and personalization use cases to enhance customer interactions and drive innovation

Chicago, Illinois, Us

The acquisition of Bank of the West by BMO was completed in 2023 (please see above for details)

London, England, Gb

Built World Courier’s first customer strategy and Voice of the Customer (VoC) function to drive customer-centric initiatives, reporting to the President.✅ Developed and executed the company’s first comprehensive customer strategy, contributing to double-digit sales growth through enhancements in support, service lines, and customer experience✅ Led the creation of World Courier’s first global survey, covering 50+ countries and 11 languages, along with a closed-loop feedback process that drove significant operational investments to improve contact center performance and customer experience✅ Delivered substantial operational improvements, reducing key response times metrics within months✅ Established "Leading Innovation," World Courier’s first customer advisory board with top strategic clients, resulting in strategic initiatives that enhanced service offerings globally; attended by the President and executive team✅ Championed a global customer experience roadmap, aligning cross-functional teams to deliver improved service and customer loyalty

London, England, Gb

Developed and implemented key strategies that enhanced customer experience and boosted sales performance across global markets.✅ Designed World Courier’s first customer personas and lead grading methodology to optimize the marketing funnel, resulting in more targeted customer engagement✅ Led the development of World Courier’s first Global Sales Incentive Plan, collaborating with leaders across 53 countries and working closely with the VP Finance to administer plan analytics and performance calculations, supporting a record-breaking sales performance over three years✅ Led the change management to transition ownership of the incentive plan to local teams

London, England, Gb

Drove process improvements and financial innovation to enhance global operations and generate new revenue opportunities.✅ Authored and implemented World Courier’s first Global Contract Negotiation Process SOP, establishing CRM checkpoints to mitigate risk and improve global contract management✅ Ensured consistent application of contract negotiation processes across global teams, improving alignment and reducing operational risks✅ Developed a financial model for a 4th party logistics offering, resulting in the realization of a new revenue stream for the company✅ Built a new process for business reviews with strategic clients, leveraging analytics to scope relationships and uncover partnership opportunities

New York, Ny, Us

Designed and implemented strategic solutions to improve risk management and executive decision-making for major clients.✅ Developed a behavioral credit scoring model as part of an Operational Risk policy for a large European bank, enhancing risk assessment capabilities✅ Led the creation of data visualization tools used by the CEO and executive team of a ~100,000-employee company, enabling more informed, data-driven decision-making at the highest levels✅ Collaborated with cross-functional teams to deliver insights and solutions tailored to client needs, driving operational improvements and strategic outcomes

Delivered impactful solutions in sustainability and infrastructure, influencing global investment and decision-making strategies.✅ Developed an infrastructure decision support tool deployed globally by a major international financial organization, Lawrence Berkeley National Lab, and a leading national government, enabling data-driven infrastructure decisions✅ Led two sustainability missions to Da Nang, Vietnam, and Cebu, Philippines, resulting in significant investments in infrastructure sustainability strategies✅ Partnered with international stakeholders to deliver actionable insights and sustainable development solutions in emerging markets

Bath, England, Gb

Led sustainability initiatives and contributed to groundbreaking projects that set new standards for energy efficiency and environmental responsibility.✅ Led the sustainability strategy for a major global technology company’s UK headquarters, achieving one of the country’s first LEED Gold certifications, and presented the project at Berlin’s Energy Masters Conference✅ Co-authored a regional sustainability code (Estidama Pearl Rating system) for the Abu Dhabi Urban Planning Council, the first government-mandated code of its kind in the MENA region, leading to a 10% reduction in water and energy use in all new developments✅ Collaborated with cross-functional teams to deliver sustainable infrastructure solutions globally, including the 2012 Olympics London site.

Bath, England, Gb

Bath, England, Gb

Bath, England, Gb

横浜市, 神奈川県, Jp

Bs, Civil Engineering

Mphil, Environmental Design In Architecture