1) Internal client research> NPS surveys to capture and track our CX metric results> Implement pointed survey methods to capture contextual client feedback within specific digital flows> Utilizing NLP tools to efficiently identify trends so that recommendations for fixes or new feature releases can be provided to our strategy and delivery teams. 2) Industry benchmarking research> Aggregating industry benchmarking research results from key vendors (Forrester,… Show more 1) Internal client research> NPS surveys to capture and track our CX metric results> Implement pointed survey methods to capture contextual client feedback within specific digital flows> Utilizing NLP tools to efficiently identify trends so that recommendations for fixes or new feature releases can be provided to our strategy and delivery teams. 2) Industry benchmarking research> Aggregating industry benchmarking research results from key vendors (Forrester, Insider Intelligence, JD Power, Ipsos, Surviscor etc.)> Analyze and cascade results to executives, consulting on key opportunities with our digital strategy team, and influencing the long-term roadmaps of different LOBs that may have an impact on long-term digital CX3) Digital Adoption and Enablement> Branch Demand Management – Spearheaded initiative to elevate the voice of our frontline employees, a continuous improvement program enabling staff to openly share ideas for improving CX> Channel Effectiveness Optimization – Focus on call reduction opportunities to mitigate the negative impact of long wait times caused by digital irritants4) Digital CX Communications and Cultural Change Influence> Present CX trends and results regularly to digital executives and leaders from key partners > Proactively reach out to key enterprise partners to advocate for CX enhancements or irritant fixes that require cross-functional teams at the table simultaneously*Promoted in-seat from Consultant to Senior Manager in Jan 2021 in recognition of excellence Show less

> Consolidated and reported on weekly and monthly significant business incidents that cause business disruptions.> Cascade communications to senior executives on root cause and recommended mitigation strategies.> Led project to create severity matrix by identifying key variables to calculate the risk-adjusted severity of business incidents

> Produced high volume of internal multi-metric mutual fund sales reports for senior executive consumption including the sales updates for the daily updates with the President/CEO. > Conducted monthly and quarterly industry analysis on Net and Gross Sales, AUM and changes in market share for all Canadian mutual fund companies. Reports are pivotal in supporting executive strategic decisions.> Demonstrated outstanding attention to detail in fast pace environment and always… Show more > Produced high volume of internal multi-metric mutual fund sales reports for senior executive consumption including the sales updates for the daily updates with the President/CEO. > Conducted monthly and quarterly industry analysis on Net and Gross Sales, AUM and changes in market share for all Canadian mutual fund companies. Reports are pivotal in supporting executive strategic decisions.> Demonstrated outstanding attention to detail in fast pace environment and always meeting the daily timelines with highly accuracy and efficiency. Show less

> Internal Control Tester for SOX, Operational & Legal controls.> Created inaugural mutual fund sales data that enabled the resolution of an ongoing mutual fund deficiency.

> Suitability review of mutual fund new accounts and daily trades> Review of AML regulations on new account openings> Review conflicts of interest