Linh Lawler

Experience

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  ABN AMRO

  Jan 2000 - Jan 2006

  AVP, Learning & Development

  Served as the HR-Learning and Development relationship manager for key business units, including Investments and Wealth Management. Aligned with the business to support key business needs around leadership development and technical training.

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  LaSalle Bank

  Jan 2004 - Jan 2006

  Relationship Manager
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  NorthShore University HealthSystem

  Jan 2006 - Jun 2013

  Director, Learning & Development

  Leads and provides strategic direction for NorthShore's learning & development curriculum, development consulting, and non-clinical learning & development investments to support the organization's business goals and enhance individual, team and organizational effectiveness. Oversees the development of core leadership programs, mentoring, orientation and general skill development. Also accountable for the Learning Management System and enterprise learning solutions. Responsible for three teams structured to provide flexibility,greater efficiency and effectiveness - Learning Consultant team, Learning Technology and Training Administration.Accomplishments:• Formed the Leadership Academy with dedicated tracks for emerging, new and seasoned leaders. • Led first-ever diversity and inclusion strategy and became program manager for diversity and inclusion (D&I) efforts to ensure equitable delivery of care to patients and families. After one year of program, saw significant increase in employee engagement results tied to diversity and inclusion measures. • Training Compliance liaison for Joint Commission of Illinois; Successfully passed multiple reviews with a request for us to share our reporting portfolio framework as an example of best practice preparedness. • Responsible for new hire onboarding, all professional development programs, learning management system, eLearning, compliance training, performance management process, career development resources, and training operation. Show less

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  Allstate

  Jun 2013 - Jun 2021

  • Led customer experience (CX) strategy and standards for service design and delivery for over 5 million claims and 40 million calls per year; improved JD Power NPS to achieve top 3 insurance carrier in Auto Claims Customer Satisfaction (2020).• Spearheaded customer-centric culture shift of 16,000 employee division through data, behaviors, processes and measurement; serve as role model and leader for the Enterprise on creating a customer-centric organization. • Set vision, strategy and execution of digital customer communication platforms and governance; setting design standards and key performance metrics to meet changing consumer behaviors; Communication products include email, text, LiveChat and self-service portal. • Created customer personas and mapped customer journeys and identified pain points and opportunities to improve the customer experience. • Led annual strategic planning process and projects for CX department.• Active leader in diversity, equity and inclusion communications and Employee Resource Groups Show less • Led change management and communication efforts for Innovation department.• Built and implemented go-to-market and communication plans for new performance behaviors, digital payment methodology, new video chat capability, QuickFoto Claim product and Homeowner virtual estimating process.• Created monthly newsletters for executives across enterprise on innovation progress and accomplishments• Organized monthly Innovation meetings with C-suite executives across company to promote integration and sharing opportunities in the digital space. Show less

  • Director, Claims Customer Experience

    Oct 2017 - Jun 2021

  • Senior Manager, GTM, Change Management & Communications Strategy

    Feb 2016 - Oct 2017

  • Manager - Talent & Leadership Strategy (Claims Division)

    Jun 2013 - Feb 2016
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  WESCO Distribution

  Jun 2021 - Jun 2024

  Director, Customer Experience Center of Excellence

  - Lead a team of researchers, strategists and UX designers to deliver a seamless, Omni-channel experience for our B2B customers and suppliers.- Built a Customer Experience Center of Excellence team, measured by action and KPIs.- Implemented a Design System to ensure consistency and standardization of our Brand across digital products and solutions.- Mentor and actively support diversity and belonging efforts.- Standardized design tools and processes across a global teams.- Strong supporter of team and leadership development, so much so that developed a professional learning cohort program for the division. Show less

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  Discover Financial Services

  Jun 2024 - now

  Vice President, Digital Design and User Experience