Andy Wood Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Led team responsible for providing customer experience and sales insights for 20 businesses in both Canada and the United StatesSet CX targets that were achieved each year with consistent improvement across businessesBuilt new CX reporting process that brought together product, process and people managers driving score improvements over two consecutive yearsEliminated 250,000 annual calls to US contact center through focus on repeat callers, irritant reduction and improved employee knowledge

Toronto, Ontario, Canada

Business owner for CEM program transition from phone to email based surveys for 10 distinct businesses, including survey design, data management and front line training

Toronto, Ontario, Canada

Championed the concept of “effort reduction” as CX priorityDesigned CX tracking survey for the phone channelDeveloped overall customer experience strategy

Toronto, Ontario, Canada

Coordinated all aspects of TD UX and Design research Optimized user experience testing process, increasing capacity by more than one-thirdUndertook customer journey and co-creation work to identify customers’ changing attitudes towards money and banks

Toronto

Led quantitative and qualitative research to support product construct, brand and advertising positioning, advertising tracking and brand health, including all facets of research to support TD’s initial Aeroplan launch

Delivered research insights to support clients’ marketing and public relations goals, providing needs assessment, research design, questionnaire development, report product and client presentations

Provided rigorous quantitative and qualitative analysis of media coverage for public and private sector clients in order to create benchmarks, define measurable outcomes and evaluate the results of specific marketing, media relations and communications efforts. Responsibilities included project management, employee supervision and orientation, data collection and evaluation, client liaison, database design, and report preparation

B.Ed.

B.A. Honours, Geography

Activities and Societies: Geography Society Nordic Ski Team CKCU