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Work Background
AkendiChief Experience Officer (Formally VP, UX Research & Design)
May. 2019 - Nov. 2021Toronto, Ontario, CanadaAkendi brings strategy, research, design, and testing together under one roof. The global team combines deep user insights with inspired design to shape innovative services, digital products, and apps that are easy to use and drive engagement. Key accomplishments include: - Established team and growth
- Created and executed CX/UX/UI deliverables (from personas, digital strategy and KPIs, to wireframes and usability testing)
- New Business pitches and presentations
- Industry thought leadership - Keynote speaking
- P&L Client-facing:
- Digital strategy and innovation - Established CX/UI methods and approaches for clients and engagements
- Established KPIs and mapped success (and adjusted when/where required)
- Multi-stakeholder alignment and workshops - including C-level
- Customer requirements (from surveys to focus groups) gathering
- Design thinking and innovation workshops - including client training sessions
- Strategies and implementation including seamless experiences, awareness, acquisition, e-Com, self-service, personalization, mobile, and loyalty - all fueled by CX methods and data.
- Mentored rapid wireframing, prototyping, and agile development - Qualitative and quantitative research, including field research, usability testing, and focus groups.
RED AcademyChief Innovation Officer & UX Design Instructor
Feb. 2017 - Feb. 2018Toronto, Canada AreaREDefining and disrupting tech education globally while:
1) leading strategic programs, special projects, partnerships, and growth globally for RED
2 ) acting as UX/UI program lead and mentoring the next army of talent coming out of RED in Toronto
3) developing and running the new RED Design Labs (see below) RED Design Labs (RDL) is an exclusive skill and portfolio accelerator (for UI/UX and Digital Marketing) brought to you by RED Academy. RDL is led by global award-winning industry leaders and mentors and is limited to a small number of participants. The initiative is open to RED Grads by application and interview only or by invitation. A limited number of spaces are held for non-RED Grads; by application, resume, portfolio, and interview only. RDL operates similarly to that of a digital agency which allows participants to rapidly expand their professional toolbox and portfolios by working on a multitude of high impact challenges and high profile near-market engagements with real clients.
voxieChief Experience Officer / Principal CX/UX Research & Strategy Consultant
Jan. 2017Toronto, Canada Areav o x i e
CX/UX Research, Strategy, and Design. We specialize in rapid customer-centric approaches, supported by our in-house AI toolset for efficiency and effectiveness, to drive conversion, brand/product love, and loyalty. Recent clients include AT&T, Alcon (Global), Universal Studios, Auxita, Chatter That Matters, and XMC.
Recent global agency/consulting partnerships for recent projects include Deloitte, KPMG, and McKinsey & Company.
CossetteVice President, Customer Experience (CX/UX/UI) Strategy
Jun. 2014 - Dec. 2016CanadaCossette is one of Canada's largest marketing communications companies that provides integrated communications and experience services. Day-to-day duties include creating exceptional customer experiences and digital UX/UI strategies for brands including - AT&T, SickKids, Tesla, General Mills, Retail Council of Canada, Hydro One, McDonald's, and SickKids. Key accomplishments include: Cossette-facing:
- Established team and growth
- Established and documented CX/UX/UI offering/services/methods
- Created and executed CX/UX/UI deliverables (from personas, digital strategy and KPIs, to wireframes and usability testing)
- New Business pitches and presentations
- Industry thought leadership and promotion - Keynote speaking
- P&L Client-facing:
- Lead digital strategy and innovation - Established CX/UI methods and approaches for clients and engagements
- Established KPIs and mapped success (and adjusted when/where required)
- Multi-stakeholder alignment and workshops - including C-level
- Customer requirements (from surveys to focus groups) gathering
- Design thinking and innovation workshops - including client training sessions
- Strategies and implementation including seamless experiences, awareness, acquisition, e-Com, self-service, personalization, mobile, and loyalty - all fueled by CX methods and data.
- Mentored rapid wireframing, prototyping, and agile development - Qualitative and quantitative research, including field research, usability testing, and focus groups
w.illi.am/ (purchased by Valtech)VP of User Experience
Jan. 2008 - Sep. 2011
OnX Managed ServicesPrincipal / VP of User Experience
Jun. 2005 - Dec. 2008Toronto, Canada Area
CossetteNational Director, Usability Group
Jan. 1999 - May. 2005Toronto - Montreal - Vancouver
MacLaren McCann CanadaStrategic Planner - Digital
Jan. 1997 - Dec. 1998Toronto
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