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I am an impact-driven CX, Service Design, and UX Research leader with proven success in tapping into new opportunities by combining the power of Human-Centred Design, mixed-methods research, cross-functional collaboration, and compelling storytelling. I'm passionate about uncovering insights to design cohesive strategies and solutions that resonate deeply with users. I've built this expertise through my blend of leadership and hands-on project experience across Tangerine, TELUS, Microsoft, and RBC in Canada; as well as Freeformers and Bulbshare in London, UK.I have the most fun when working on products and services that drastically improve the lives of customers and communities we serve. Therefore I believe in truly putting users first throughout their journeys.As an open-minded and empathic leader, I have demonstrated my ability to lead and influence large cross-enterprise teams to align on a common vision and exceed expectations together.My core competencies include the following:• Qualitative & Quantitative User Research• Omni-Channel Experience Strategy• Design Thinking Coaching and Mentoring• End-to-end program ownership across regions & functions• Internal & external strategic consulting• Storytelling and Facilitation• Executive level presentation to fund multi-million dollar initiatives
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Director Of Customer Experience, Service Design And Voice Of The CustomerTangerine Jan 2022 - Jan 2024Toronto, Ontario, CanadaGuided and influenced executives to set strategic priorities and measures of success based on customer needs and pain points, as supported by Voice of the Customer (VOC) program and various quantitative and qualitative research.Established consistent framework and processes for moderated & unmoderated research to enable Service Design, CX Analytics, and Product Design to collaborate closely with product partners on elevating key customer journeys such as onboarding, everyday transactions, and solving complex problems. -
Senior Manager, Design Research & StrategyRbc Jan 2021 - Jan 2022Toronto, Ontario, CanadaLed cross-functional teams through digital transformation initiatives to clarify ambiguous problem spaces including the first collaboration with RBC Personal Banking to create a unified onboarding experience, and the first collaboration with RBC Royal Trust to digitize the estate planning and settlement journey.Enabled delivery squads to seamlessly execute on strategy through compelling research insights in service blueprints, value matrix, design principles, scenario-based personas, and mental model maps. -
Manager, Innovation DesignRbc Mar 2018 - Dec 2020Toronto, Ontario, CanadaInnovation Design & Research Lead, Design Thinking CoachExperience Design (XD) Team @ RBC Wealth Management, Products & StrategyAs a Manager of Innovation Design on the XD team, I led Design Thinking & Research projects and the initiative to build a Human-Centred Innovation culture across Wealth Management at RBC. I delivered actionable insights and experience strategies to various lines of business for product & service innovation; provided Design Thinking training and coaching across the group; and enabled the community of Design and Research practitioners with our Human-Centred Design Playbook.
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Ux Researcher & StrategistLatimer Group Sep 2017 - Feb 2018London, United KingdomDelivered lifestyle insights mapping & UX strategy for next generation products from a global tech brand, through in-depth discovery with communities in London & New York.Wrote white paper on co-creation methodologies, commissioned by European Sponsorship Association (ESA); published in 2018.Built qualitative & quantitative analysis report to British Council on impact of The English Channel site on cultural relations with users across Wider Europe.
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Team Lead, Transformation DesignFreeformers Jun 2017 - Sep 2017London, United KingdomFreeformers is the digital growth partner to FTSE 100 organisations, working with a diverse array of clients including Barclays, HSBC, John Lewis, Camelot and E.ON. Our mission: to create the future workforce, now. Plus for every business person we train, we train a 16-25 year old for free; equipping them with the essential 21st century skills and providing opportunities for employment and self-employment. We call this one_for1. Find out more at Freeformers.com.I built and lead our team that designs the digital mindset, skillset and behaviour change programme Transformation. We deliver this product to our biggest client - a global financial institution. We provide a unique, blended learning & coaching experience to clients while optimising the mix of global scalability : quality : local relevance.
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Product ManagerFreeformers May 2016 - Jun 2017London, United KingdomAs Product Manager for our digital mindset, skillset and behaviour change programme Transformation, I have successfully grown and rolled out this product to 6 markets including UK, India, Hong Kong and USA for our biggest client - a global financial institution. • Strengthen product capabilities, structure and processes to help Freeformers win clients within and outside of the UK• Develop blended learning experiences from initial conception to implementation using Design Thinking principles, helping clients truly embrace the digital economy across all levels of the organisation• Build scalability into learning content + Freeformers framework for mindset / behaviour / skillset transformation
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Product Manager, New Value Creation - FibreTelus 2015 - 2016Vancouver, Canada AreaTELUS is a leading national telecommunications company with over 40,000 employees and one of the top 10 most valuable brands in Canada with a brand value of $4.8 billion.Prove viability and scalability of Value Added Services to create new EBITDA levers for the business, reporting to Director of Consumer Marketing. Evangelised best practices in product onboarding and marketing strategy as thought leader for New Value Creation team.• Drove 15-20% attach rate of Cloud & Security product on High Speed Internet sales over 5-month pilot, far exceeding target rate of 5%• Defined marketing strategy for Connected Home pilot using human-centric design method, then used strategic brief to influence go-to-market plan for marketing communications, digital and sales channel teams -
Marketing Manager - Mobility SolutionsTelus 2012 - 2015Vancouver, Canada AreaDrastically increased YoY sales, local relevance and quality perception results in target markets across Western Canada by owning integrated entry & expansion strategies end-to-end. Delivered the top 2 territories in positive net sales in H1 2015.• Improved network reliability perception by 5% points in top 2 boxes and by 10% points in bottom 2 boxes by launching the first multi-year provincial campaign in TELUS Mobility history; see featured project below for TV and Online spot• Increased gross sales by 46% YoY in pilot location for community-based marketing in Q3 2014, compared to 7% in the rest of province and -12% in the rest of Canada; end-to-end ownership from community engagement and fostering local dealer into brand ambassador, to planning and execution of multi-channel marketing strategy• Supported digital campaigns that returned the highest CTR-per-capita results among all TELUS wireless regions in Q3-Q4 2014, by persuading digital teams to try innovative and locally relevant tactics including SEO conquests• Delivered 5-year product roadmap for network expansions forecasting $22M EBITDA, then coached peers to develop similar business cases
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Leadership Development ProgramTelus 2010 - 2012Vancouver, Canada AreaProgram fosters recent university grads into high-performers with strong leadership potential through rotations in various TELUS Consumer Solutions departments, including Product Marketing, Products & Services Development and Sales/Operation Channels.Marketing Associate, Mobility Solutions (Jun 2011 – Feb 2012): Paved the way to A-market strategy by delivering comprehensive analysis of Greater Vancouver market, and recommending steps towards true wireless-wireline integration to differentiate against intensifying competition. Project Prime, Products & Services Development (Nov 2010 – Apr 2011): Brought the wireless business in Manitoba province closer to profitability for sales channels by launching 4G HSPA+ network in Feb 2011, while achieving 98% of trouble tickets resolution at Tier 1.Marketing Associate, Voice & Internet Marketing (May – Nov 2010): Managed new long distance plan + Chinese TV package campaign through a call centre and direct response, while sharing valuable insights from frontline about challenges of selling home solutions with marketing team.
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Marketing Associate, Western Public Sector & National EnterpriseMicrosoft Canada 2007 - 2009Vancouver & MississaugaOptimised sales opportunities through end-to-end management of B2B targeted events, reporting to managers in Health, Telecommunications, Financial Services and Utilities.• Surpassed record attendance rates by project managing on-site ‘LearnIT’ days and customising webinar series for national enterprise clients• Maximized sales managers’ knowledge of company priorities, campaigns and career development opportunities as editor of weekly internal newsletter
Hannah Kim Skills
Hannah Kim Education Details
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Strategic Foresight And Innovation -
Cgpa: 4.10 -
Service Design (30-Hour Course) -
Strategic Foresight
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Ideo UDesigning For Change -
Ux Design
Frequently Asked Questions about Hannah Kim
What is Hannah Kim's role at the current company?
Hannah Kim's current role is Former Director of CX and VOC @ Tangerine | UX Research, CX and Service Design Leader | Master of Design (MDes) Candidate in Strategic Foresight & Innovation.
What is Hannah Kim's email address?
Hannah Kim's email address is ha****@****lus.com
What schools did Hannah Kim attend?
Hannah Kim attended Ocad University, Simon Fraser University, University Of The Arts London, Ocad University, Ideo U, City, University Of London.
What are some of Hannah Kim's interests?
Hannah Kim has interest in Children, Economic Empowerment, Education, Poverty Alleviation, Disaster And Humanitarian Relief.
What skills is Hannah Kim known for?
Hannah Kim has skills like Strategy, Marketing, Product Marketing, Project Management, Cross Functional Team Leadership, Multi Channel Marketing, Product Management, Strategic Planning, Interpersonal Communication, Competitive Analysis, Leadership, Grasp New Concepts Quickly.
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