Ashley Clouthier
Director of Customer Experience @Rival Insurance Technology
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WORK HISTORY
Director of Customer Experience @Rival Insurance Technology
Virden, MB, CA
Lead initiatives to collect and analyze customer HEART metrics (Happiness, Engagement, Adoption, •Retention, and Task Success) to assess and improve customer experience impact. •Translate strategic business objectives into customer-centric initiatives, ensuring insights drive product enhancements and service improvements. •Design and facilitate ongoing user feedback sessions, ensuring the customer voice directly informs product development and operational strategies.•Lead, mentor, and develop the Customer Success team, building a culture of collaboration, accountability, and customer focus. •Build and scale the training team, including the design and implementation of a Learning Management System (LMS) to support customer education and internal enablement. •Foster a high-performance culture where team members are equipped with the tools and frameworks to deliver consistent, high-quality service experiences.
EDUCATION
University of Guelph-Humber
Bachelor of Applied Science (B.A.Sc.), Kinesiology and Exercise Science
Louis-Riel
High School
Humber College
Diploma, Fitness and Health Promotion
SKILLS
ABOUT ASHLEY CLOUTHIER
At Rival Insurance Technology, my focus is on fostering customer relationships and spearheading successful onboarding initiatives. These efforts have been pivotal in enhancing customer satisfaction, retention, and expanding product adoption. The collaborative spirit shines through in my approach, working hand in hand with product teams to integrate customer feedback, which is instrumental in refining the overall client experience.With a solid track record at TransUnion, I contributed to driving a significant revenue stream in highly competitive lines of business, leveraging my bilingual capabilities to serve a diverse clientele. The execution of strategic customer success strategies and the development of comprehensive business reviews are testament to my dedication to client growth and satisfaction. My philosophy is rooted in the belief that every customer interaction is an opportunity to strengthen trust and build lasting partnerships.
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