Isabelle Beaudoin

Experience

• 

  TD Insurance

  Jan 2003 - now

  As a Manager of Customer Strategy, I drive the execution of our customer-centric approach, identifying key opportunities to enhance both customer and colleague experiences. Leading various initiatives, I develop targeted strategies to ensure our business effectively delivers on moments that matter. I had the privilege to be a member of the TDI Projects & Initiatives Team as Manager, Segment Enablement, as part of our TDI Next Evolution of Work (NEW) Enablement team. I was supporting planning and implementation activities to transition TDI to the NEW operating model and ways of working. I also continued to champion and help grow the adoption of Design Thinking across our business. I had the pleasure to work in multiple capacities as a Senior Designer to create a consistent, and effortless customer & colleague experience. I championed and helped grow the adoption of Human Centered Design & Behavioural Economics methodologies across TDI. I led research-driven problem-solving engagement and strategy development. I provided key support to TD Insurance's customer and colleagues experience development by supporting and leading advice strategies, identifying customer experience opportunities and influencing projects prioritization. I successfully supported and influenced our customer experience vision and requirements into a transformational program. Successfully led and managed strategic projects collaboratively with business partners to improve TDI processes efficiency utilizing the Lean Six Sigma Methodology. Ran two major projects which led to a more efficient segmentation of tasks, resulting in financial benefits of over $1M. My role was to plan, initiate and manage strategic projects with different business units to help our organization reduce risk and eliminate defects/errors, all that to improve business processes and sustain quality improvement. Greatly contributed to integration of call monitoring at TD Insurance. Assessed quality standards established within the CSC to establish trends and make recommendations focused on improving our results. Acted as key representative in strategic national client services project. Mandated to support new hires in developing\deploying training & give coaching sessions. Sale of auto and home insurance products in a call center context. Analysis of customer needs and advisory role to enable clients to make informed choices for automobile and home insurance. Constant support for team manager (coaching new recruits, transactions monitoring, etc.).

  • Manager, Customer Strategy

    Nov 2023 - now

  • Manager, Segment Enablement and Maturity, Next Evolution of Work (NEW)

    Jan 2022 - Nov 2023

  • Manager, Human Centered Design

    Jan 2018 - Jan 2022

  • Manager, Customer Experience Design

    Jan 2016 - Jan 2018

  • Senior Analyst, Customer Experience Design, Customer Strategy

    Jan 2014 - Jan 2016

  • Process Optimization Officer

    Jan 2012 - Jan 2014

  • Specialist, Business Process Improvement

    Feb 2010 - Jan 2012

  • Quality Specialist

    Nov 2006 - Jan 2010

  • Insurance Advisor

    Jan 2003 - Nov 2006