Head of Service Design and Customer Experience
Capital One is a financial services company engaged in consumer and commercial lending and deposit origination.
I'm a passionate strategist and operations leader who loves solving companies' most difficult problems. I have over 10 years of progressive experience within consulting, analytics, operations, business transformation, project management and customer experience. I current lead Capital One’s Customer Experience team accountable for driving our customer engagement evolution and minimizing complaints to further our mission to 'Change Banking for Good'.I'm a natural relationship builder and pragmatic problem solver. As both an engineer and a MBA by training, I have further refined my strategic thinking and tactical problem solving muscles during my 6 years of management consulting experience split between Monitor Deloitte and Accenture Strategy. As a trusted advisor to Fortune 500 senior executives, I lead large transformation initiatives in Canada and the US working on their most pressing strategic issues.I firmly believe in the importance of giving back to the community at large. In my spare time, I focus on building greener cities as the Vice Chair of Park People Toronto and am a support advisor and advocate for the Pregnancy & Infant Loss Network.Specialties: - Process facilitation, design and re-engineering- Strategy Formulation & Execution- Business transformation- Operating model development- Merger and acquisition strategy- Post-merger business integration- Project Management- Call Centre Operations- Customer Experience- Analytics & Insights