Andy Wood

Experience

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  Cormex Research

  Feb 2001 - May 2007

  Media Analyst

  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

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  Ipsos Reid

  Jun 2007 - May 2011

  Senior Research Manager

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

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  TD

  May 2011 - Jun 2014

  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 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

  • Manager, Channel and Design Research

    Jul 2013 - Jun 2014

  • Manager Marketing Research

    May 2011 - Jun 2013
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  TD

  Aug 2014 - Apr 2021

  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 Show less

  • Senior Manager, Customer Insights and Planning

    Jul 2018 - Apr 2021

  • Manager, Medallia Implementation

    Jul 2017 - Jul 2018

  • Manager, Customer Experience Measurement & Strategy

    Aug 2014 - Jul 2017
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  Medallia

  Nov 2021 - Apr 2023

  Program Manager
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  RBC

  May 2023 - now

  Senior Manager