Sue Hoffman Email and Phone Number
Sue Hoffman work email
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Sue Hoffman personal email
I am a customer experience (CX) transformation leader with over 10 years of experience in driving deep digital customer experiences across all channels and products in various financial services sectors. I have a master's degree in organizational development and leadership, and I am certified in SAFe Leadership Agilist and Net Promoter Score.As the former Chief Experience Officer at People First Federal Credit Union, I led retail, marketing, business development, and member experience, and delivered innovative solutions such as an interactive virtual teller model, an AI-powered IVR, and market research for expansion area. Prior to that, I was the EVP, Head of Client Experience at U.S. Legal Support, where I redesigned the client experience from point of sale through service and billing, and oversaw product management, user experience, and marketing. I also directed the definition and prioritization of key products and solutions offerings for the business as the VP, Head of Product at Kodak Alaris and as AVP, Digital Transformation at Colonial Life, and AVP, Global Product Delivery at Assurant.My core competencies include human-centered design, product management, voice of customer, marketing, business development, relationship management, program management, leadership and talent development, emerging technologies, process reengineering and operational transformation. I am a servant leader who fosters strong relationships and collaboration with partners, peers, and teams, and serves as a trusted advisor to senior leaders. I excel in solving complex problems while building an inclusive, team-first culture. My mission is to create customer-centric organizations that deliver value, delight, and loyalty.Highlights: - Increased customer satisfaction by 15% and drove operational excellence through increased efficiency by 10% annually by through business process re-engineering. - Delivered $100M in new sales, improved client retention, reduced customer, and administrative costs by 10% annually by developing new web-based online account management, sales, payment processing applications and implementing a digital marketing campaign. - Improved agile software development process and delivery commitment by 35% by implementing a Digital Portfolio Management suite of processes for a global Fortune 500 company.
Raymond James
View- Website:
- raymondjames.ca
- Employees:
- 5
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Director, Product Planning And StrategyRaymond James May 2024 - PresentSt. Petersburg, Florida, Us• Responsible for partnering with technology & business unit executives to provide thought leadership, strategic direction, and market analysis to guide growth and operational excellence. • Lead development of strategies for targeted markets that identify the types of technology products and services to offer that create value for advisors, clients, and other stakeholders. • Oversight of communication of the strategy to senior management to secure the necessary commitments for development and launch.
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Chief Experience OfficerPeople First Federal Credit Union Mar 2023 - Sep 2023Allentown, Pa, Us• Led retail, marketing, business development, and member experience across all channels. • Developed interactive virtual teller model, redesigned AI powered IVR, implemented credit unions first customer surveys, and led market research for expansion area. -
Evp, Head Of Client ExperienceU.S. Legal Support Jun 2022 - Mar 2023Houston, Texas, Us• Led redesign of client experience from point of sale through service and billing. Developed product roadmap and redesigned onboarding, service, and billing experience including implementation of a new digital platform with expected efficiency gains of $2.4M. • Oversight of product management, user experience, and marketing. Implemented programmanagement structure and portfolio management. -
Vp, Head Of ProductKodak Alaris Jan 2022 - Jun 2022Rochester, New York, Us• Led product management/user experience and directed the definition and prioritization of key products and solutions offerings for the business to achieve industry leading position, accelerate growth, and exceed customer expectations. -
Avp, Digital Transformation, Customer Experience, Planning And StrategyUnum May 2017 - Dec 2021Chattanooga, Tn, Us• Led the annual strategy refresh, persona segmentation, and translation into key strategic capabilities.• Developed and led 20+ Product Management, User Experience, Customer Experience and Data Analytics professionals supporting a ~$56M portfolio to ensure a simple, modern, and personal digital experience for clients, consumers, and field partners delivering $15.8M in efficiency savings and $224M of earned premium.• Implemented Scaled Agile framework, including development of centralized Product Management organization to focus on customer and digital transformation.• Served as Chief Product Manager for the client experience.• Led holistic business planning processes as part of the CEO’s team to ensure alignment with company, business unit, and technology strategy. Minimized siloed approach to investments.• Partnered with stakeholders and IT to develop Colonial Life’s customer experience vision and roadmaps, oversaw the ongoing deployment of experience management model for claims and billing, and development of a common toolkit to support execution of critical initiatives.• Developed customer experience strategy focusing on end-to-end customer experience across all customer touchpoints. Implemented voice of customer research function and tool selection. -
Avp, Global Customer Experience And Digital Product DeliveryAssurant Aug 2015 - May 2017Atlanta, Georgia, Us• Developed global customer experience strategy, including refreshing a long-term technology strategy to align with future business needs. Drove omni-channel sales and claim support model. • Mentored and guided geographically dispersed teams delivering product ownership, business analysis, UX, configuration, integration, develop ops, quality assurance, and operational readiness for enterprise digital product solutions supporting multiple countries and delivering +$100M in new sales.• Led program management of expansion of the customer experience design within Australia, including integrated mulitlingual digital experience across sales, service, contact center, and mobile device repair/fulfillment distribution. • Designed omni-channel, digitally driven customer experiences across domestic and global brands both B2B2C and direct to consumer. • Delivered revenue growth through digital implementations across telecommunication, finance, retail, and technology industries, with key clients, including, but not limited to, eBay, Amazon, Apple, Google, T-Mobile, Home Depot, GE, and Comcast. • Managed stakeholder communications and value realization. -
Senior Director, Customer ExperienceAssurant Mar 2006 - Aug 2015Atlanta, Georgia, Us• Implemented service delivery improvements to drive growth of existing and new business related to warranty offerings improving attach rates.• Drove customer experience strategy through data-driven insights by implementing customer feedback programs. Increased efficiency by 10% and reduced costs by $2M annually through centralization, rationalization, and technology enablement. Improved Net Promoter Score by 23% across warranty/insurance offering. • Led multi-site operational functions.
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Head Of Transition Management | National Learning, Development & Quality HeadAetna 1996 - 2006Hartford, Connecticut, Us• Managed hiring and training ramp plans related to office closing and staff realignment. Responsible for ensuring recruitment, development and onboarding of 600+ new hires in 1 year. Maintained attrition rate of <30% during first 90 days. • Redesigned all curriculum in support of new training and career tracks as part of realignment of organization.• Developed and deployed leadership training in support of organizational and cultural realignment.• Developed end to end quality strategy to drive improvement at every customer touch point while increasing efficiency and driving out costs. -
Head Of Learning, Development & Quality | Director Of Operations | Trainer | Customer ExperienceAetna 1988 - 1996Hartford, Connecticut, Us• Various progressive operational and learning and development roles.
Sue Hoffman Skills
Sue Hoffman Education Details
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Saint Joseph'S UniversityOrganizational Development And Leadership -
Albright CollegeManagement And Operations
Frequently Asked Questions about Sue Hoffman
What company does Sue Hoffman work for?
Sue Hoffman works for Raymond James
What is Sue Hoffman's role at the current company?
Sue Hoffman's current role is CHIEF EXPERIENCE OFFICER | CUSTOMER EXPERIENCE | DIGITAL TRANSFORMATION | PRODUCT MANAGEMENT | OPERATIONS EXECUTIVE.
What is Sue Hoffman's email address?
Sue Hoffman's email address is sh****@****ife.com
What schools did Sue Hoffman attend?
Sue Hoffman attended Saint Joseph's University, Albright College.
What skills is Sue Hoffman known for?
Sue Hoffman has skills like Process Improvement, Training, Leadership, Performance Management, Management, Cross Functional Team Leadership, Call Centers, Business Process Improvement, Vendor Management, Strategic Planning, Strategy, Call Center.
Who are Sue Hoffman's colleagues?
Sue Hoffman's colleagues are Riley Cavanaugh, Brandi Bailey, Brent Crawford, Jo Trahms, Caitlin Olson, Adalberto Frotman, Saad Benhalima.
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