You’re focused on results. So are we.Design The Experience works with growing small businesses that understand their customer IS their business.You can have an amazing product or service, but if your customers don’t know about you, aren’t wowed by the experience, or don’t understand how you help make their life better - they won’t buy more, stay longer, or tell people about you.We help you change that.From social media, digital marketing, and brand messaging to… Show more You’re focused on results. So are we.Design The Experience works with growing small businesses that understand their customer IS their business.You can have an amazing product or service, but if your customers don’t know about you, aren’t wowed by the experience, or don’t understand how you help make their life better - they won’t buy more, stay longer, or tell people about you.We help you change that.From social media, digital marketing, and brand messaging to product and service design, the Design The Experience team is here to help you design, implement, and consistently deliver experiences that your customers will never forget.That’s the DTX experience.www.DesignTheExperience.com Show less

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Responsible for driving the global brand strategy development and execution in coordination with regional brand leads and Chief Branding Officer. Ensure and help enable the successful progress of the cross-functional Global Brand Council initiatives, proactively identify collaboration opportunities, monitor and track execution and liaison with key stakeholders outside of Brand to align and amplify global efforts.

Develop and lead new global employee brand advocacy strategy to tranform 28,000 employees into brand advocates. Responsibilities include designing, gaining buy-in and implementing a 3-year roadmap to brand advocacy through a focus on the five "I's of employee engagement - Insights, Inspire, Inform, Involve and Incent. Requires deep understanding of and partnership with Customer Experience and Brand initiatives across the organization, and creation of employee brand advocacy awareness… Show more Develop and lead new global employee brand advocacy strategy to tranform 28,000 employees into brand advocates. Responsibilities include designing, gaining buy-in and implementing a 3-year roadmap to brand advocacy through a focus on the five "I's of employee engagement - Insights, Inspire, Inform, Involve and Incent. Requires deep understanding of and partnership with Customer Experience and Brand initiatives across the organization, and creation of employee brand advocacy awareness opportunities with executive leadership team. Show less

Developed and led client experience strategy efforts across the Manulife Singapore organization, resulting in 29% improvement in holistic client experience satisfaction, 90% reduction in orphan customers and multiple client experience industry awards within 3 years. Responsibilities included designing the client value proposition, deepening client insights and research, new and existing client engagement and cultivating a client-centric culture amongst leadership, employees and advisors… Show more Developed and led client experience strategy efforts across the Manulife Singapore organization, resulting in 29% improvement in holistic client experience satisfaction, 90% reduction in orphan customers and multiple client experience industry awards within 3 years. Responsibilities included designing the client value proposition, deepening client insights and research, new and existing client engagement and cultivating a client-centric culture amongst leadership, employees and advisors. Transitioned back to United States in January 2014 as part of global talent program. Key Accomplishments:• Drove cross-company improvements to the client experience, resulting in a 7% YOY improvement in the client Relationship Strength Index and a 17% increase in tied-advisor experience scores within first year of role • Lead the creation and management of first-ever wholesaling team for Manulife Singapore, focused on the creation and delivery of the client value proposition across the agency, independent advisor and bancassurance channels• Developed Client Insights & Activation team focused on client and advisor research, existing client analysis and cross-selling initiatives Show less

Led organizational strategy to create and deliver an industry-leading and intentional client experience throughout each touchpoint in the client relationship. Partner closely with senior leadership and distribution partners to identify and build a robust differentiation message, align the vision and lead the implementation of a client-first culture in our people, products and processes. Key Accomplishments:• Developed 5-year Client Experience strategic vision and roadmap, with an… Show more Led organizational strategy to create and deliver an industry-leading and intentional client experience throughout each touchpoint in the client relationship. Partner closely with senior leadership and distribution partners to identify and build a robust differentiation message, align the vision and lead the implementation of a client-first culture in our people, products and processes. Key Accomplishments:• Developed 5-year Client Experience strategic vision and roadmap, with an innovative communication program to ensure consistent advisor and employee messaging, build buy-in and foster collaboration across team silos. Requested to present roadmap to Manulife Global Board of Directors in September 2012• Created and implemented first-ever Voice of the Client/Advisor program to understand the needs and expectations of clients and distribution partners, and focus resources to drive meaningful improvements• Successfully implemented employee programs designed to engage, empower and incentivize a client-centric mindset across the organization• Led the creation and execution of client research for the Singapore insurance industry Show less

Led client service excellence and experience strategy across operational teams, including the creation of a new HNW Concierge program, ease of business initiatives and efficiency programs. Partner closely with distribution to identify service differentiation opportunities and remove pain points, while building an engaged, empowered team of service excellence professionals. Key Accomplishments:• Led cross-departmental project to revamp client communications, redesign advisor… Show more Led client service excellence and experience strategy across operational teams, including the creation of a new HNW Concierge program, ease of business initiatives and efficiency programs. Partner closely with distribution to identify service differentiation opportunities and remove pain points, while building an engaged, empowered team of service excellence professionals. Key Accomplishments:• Led cross-departmental project to revamp client communications, redesign advisor sales/service platform user interface and build ongoing service excellence skills training program• Implemented significant service touch improvements, leading to 100% increase in call answer rates, 40% reduction in client wait times and the award of Best Call Centre for 2012• 34% increase in employee engagement within 12 months, resulting in highest employee engagement in the organization• Created service concierge team dedicated to High Net Worth clients Show less

Develop, implement and drive sales and marketing initiatives for cross-channel strategic campaigns and Wire/Bank/Regional channel. Collaborate with Sales Management, Product Development, Operations and National Accounts to identify and capitalize on new sales opportunities and competitive advantages. Responsible for cultivating and deepening key relationships within partner firms to uncover opportunities, develop mutually beneficial initiatives and ensure seamless implementation for sales… Show more Develop, implement and drive sales and marketing initiatives for cross-channel strategic campaigns and Wire/Bank/Regional channel. Collaborate with Sales Management, Product Development, Operations and National Accounts to identify and capitalize on new sales opportunities and competitive advantages. Responsible for cultivating and deepening key relationships within partner firms to uncover opportunities, develop mutually beneficial initiatives and ensure seamless implementation for sales force. Key Accomplishments:• Developed and implemented industry-leading sales tool, Retirement Talk, designed to capture and grow new annuity producer business while creating a defined niche for JHA in the annuity marketplace. • Created and led implementation of premier sales/service program, VA Valet, designed to capitalize on new and non-producing advisors while improving the advisor and client sales experience. Program resulted in 45% decrease in not-in-good order business within first 90 days. Show less

Liaison with sales field, marketing, product development, legal and IT to ensure cohesive sales and operations strategy, and implementation for operational teams. Implemented first back-office communication program to district sales field, resulting in reduction in errors and increased advisor/client satisfaction.