Key responsibilitiesAs a Senior Consultant, I have the opportunity to lead and participate to UX design/research projects mostly in the financial services industry, following the steps of a classic Design Thinking approach:- Empathize: Develop a deep understanding of the challenge- Define: Clearly articulate the problem to solve - Ideate: Brainstorm potential solutions- Prototype: Choose one solution and design a prototype - Test: Engage in short cycle testing process to refine and improve the solution Ask me about: Customer Journeys, Personas, UX Design, UX Research, Prototyping, Testing.

Key responsibilities- Participate and lead local and national Customer Experience projects with the objective of enhancing moments of delight as well as diminishing pain points.- Create a supportive, collaborative, engaging and fun working environment through several initiatives in order to create a great Employee Experience.- Supervise, support and coach 10 team leaders and manage the overall workforce of 115 insurance agents towards our business goals.

Key responsibilities- Manage a team of 10 quality insurance agents whose responsibilities were to provide call auditing - Establish key moments of interaction within the Customer Journey and determine pain points as well as moments of delight- Analyze insights, brainstorm solutions and develop key recommendations to Senior Leadership in order to improve the overall Customer Journey- Develop training programs to implement those recommendations and guide quality insurance agents with training delivery to the workforce.

Key responsibilities- Manage a team of 10 web insurance agents whose responsibilities were to provide customer service through our online channel such as chat and email- Establish key moments of interaction within the Customer Journey and determine pain points as well as moments of delight. Identify any disconnect with our traditional ways of working such as contacts over the phone or in person - Recommend to Senior Leadership new process improvements and communication scripts to ensure alignment between the digital and traditional Customer Experience. Implement those recommendations accros the call center.

Key responsibilities- Supervise, support and coach a team of 10 insurance agents towards business goals such as sales targets and Customer Experience service levels - Recommend to Senior Leadership new process improvements and communication scripts to improve Customer Experience and process flow

Respond to customer's and prospect's requests over the phone or in person in order to modify their existing insurance contract, or quote and sell a new insurance policy