Sep 2019 – Jan 2025 · 5 yrs 4 mos · Greater Toronto Area, Canada

Oct 2018 – Aug 2019 · 10 mos · Toronto, Ontario, Canada · On-site

• Led the strategy for one of the priority journeys for the bank focused on defining omni channel delivery of financial planning and advice using design thinking approach to problem solving
• Designed and facilitated customer and advisor ideation sessions to build concepts for the development of the Financial Advice journey roadmap
• Collaborated with D2D deposits and Investments team to build a framework for advisors and CCC agents to deliver 'Everyday Advice' to improve advisor productivity and capacity
• Project lead managing and coaching the BEAR (Behavioural Economics at Rotman) team with a focus on devising strategies for customers to seek out financial planning conversations

May 2017 – Sep 2018 · 1 yr 4 mos

• Lead for a top priority project to understand the needs of the Multicultural market segments through ethnographic research and identify areas of opportunity in order to put forth an acquisition and retention strategy for TELUS
• Managed a top 3 priority project for the Brand and People & Culture team to devise a strategy to mobilize the TELUS brand promise by focusing and understanding the integral role TELUS Team members play
• Led the design and plan for primary research with team members, designed and facilitated co-creation workshops by framing the business challenge grounded in the insights and opportunity areas identified through research. Socialized research outputs with senior executives to gain alignment and support
• Coached the TELUS Channel team to run and organize a Future Friendly Home Journey mapping workshop. Worked with the team to understand requirements of the engagement, building a design brief to on-board partners and ensuring the channel team was provided the support to leverage assets and facilitator guides from the previous journey mapping workshops

Oct 2014 – Apr 2017 · 2 yrs 6 mos

• Spearheaded the development of the Product Lifecycle Framework (PLF), a framework integrating Service Design tools with TELUS Product Management and Product Development best practices. Designed relevant training curriculum and supporting digital tools that are accessible to all TELUS team members serving as an introduction to Service Design, used by 200+ team members
• Led a workshop to develop a unique value proposition for the TELUS Prepaid market that attracts the ‘right’ customer and reduces churn in order to deliver on TELUS’ prepaid brand strategy
• Facilitated and designed training module for quarterly training sessions (Service Design 101) within TELUS, introducing teams across the organization to the principles of design thinking
• Led the Store Representative Journey mapping initiative, highlighting moments of truth and key pain points across the journey, through in-field research and co-creation workshops. The output from the workshops has been used to understand impacts of new programs on transaction times and processes in-store, as well as identify programs to reduce related OPEX

May 2013 – Oct 2014 · 1 yr 5 mos

• Enabled and managed mobile application partnerships including third Party storefronts including App World, TELUS Storefront, Google Play, Rovio, Facebook
• Worked on providing the requirements to drive the execution of additional controls and policies to enhance the Client Experience for TELUS customers
• Launched the Galaxie Mobile app, the first project to use Optik TV credentials to authenticate customers on mobile, enabling them to seamlessly use the Galaxie TV service on their mobile device
• Worked with my core team to draft business requirements, functional requirements and test cases to launch the new TV and mobile products
• Responsible for P&L reporting, analyzing and identifying cost reduction opportunities, forecasting loading targets and managing vendors
• Responsible for defining product strategy at all stages of the product life-cycle

Jan 2011 – May 2013 · 2 yrs 4 mos

• Managed E2E $10M+ mobile content storefront for over 6 million TELUS Mobility subscribers
• Worked closely with Client Care, Loyalty and Retention, TS, BT and SDF teams to on-board, launch and investigate issues managing the product lifecycle
• Defined and worked on the feasibility of executing product sunset strategy for an end of life platform (ODM), created detailed migration plan for clients & contact strategy minimizing negative client experience
• Worked on drafting a business case to evaluate an N-Screen strategy for the application portfolio
• Took the initiative to leverage existing network capability and the SDF APIs by launching MMS invoice receipts across all BOBO partnerships, in-line with our focus on improving client experience. This initiative inspired tracking customer consent at TELUS

Nov 2006 – May 2009 · 2 yrs 6 mos

• Managed the voice portfolio, accountable for development and execution of product/marketing plan, including offer development, customer value proposition and business cases
• Handled all campaign media creative and approvals both ATL and BTL, working closely with the creative agency
• Provided relevant information to all internal teams before product launches, as well as coordinated relevant communications with regional sales centers for marketing material
• Provide product expertise and guidance to the sales and customer care teams from response to service solution
• Worked with global carriers to launch new services and marketing initiatives, increasing roaming coverage by 35% in the first year