Erica McBride
Customer Experience Manager @Allstate Canada
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WORK HISTORY
Customer Experience Manager @Allstate Canada
CA
Proud to be a part of Allstate\'s Marketing, Customer Experience & Operations team with a vision to have the customer the heart of everything we do. With a focus on helping people understand the prevention and protection that comes with Allstate Insurance, I\'m proud to help evolve our CX methodology for to ensure we ask our customers what matters to them, not ask what matters to our company. As a SME on projects as the voice of our customer and working with partners I\'m proud to ensure you\'re in good hands. Initiatives supported: Helped launch Customer Closed Loop Feedback based on Bain methodology across 3 journeys and 3 companies. Implemented a series of engagement activities from soft launch to ramping up to over 100 teams New product launches including Climate Mitigation
EDUCATION
Trent University
Bachelor of Arts - B.A. (Honours), Geography and English
University of Windsor
Master of Arts - M.A., Geography and Urban Planning
ABOUT ERICA MCBRIDE
Secret to success: CX to identify opportunities -> Process/People//Tech solutions to fill the gaps -> Quality assessment to measure success. Repeat. A passionate and positive Senior CX leader who inspires the will to win with both partners and direct team. Emphasis on coaching to achieve results through a focus on behaviours that drive success, not just a metric. Holistic approach of CX to identify trends -> Training to drive the right behaviours -> Quality to measure success. Strategic thinker who can identify trends and provide the resources to help close the gaps. Strength finder: Activator, Positivity, Empathy, Woo and Maximizer - simply put, I am known for quickly building the relationships necessary to achieve success when driving change. Specialties: Client Experience | Net Promoter | Employee Learning and Development | Sales and Service Techniques | Relationship Building | Organizational Development |People Leader | Employer Branding | Coaching | Quality Management | Branding | Team Building | Coaching for Success Currently, I support Allstate Canada Group Sales, Service and Claims by managing the CX program. Launched in 2022, the focus is anchoring the right behaviours to drive a better experience for customers. Implemented new tactics to support the launch and ongoing sustainment. At LCL, my team provided the customer support centres for PC Financial, PC Optimum, Digital (Joe Fresh, PC Express, SDM online) and Retail support centres with the training, resources and quality feedback to help deliver on the Loblaw brand to #LiveLifeWell. Key initiatives supported include: PCMA launch, PCO Advent Calendar, PS5 & Xbox presales, CX survey implementation. At TD, supported up to 8 employees across 5 businesses (EveryDay Banking, Credit Cards, Insurance, Investing and U.S.) in Canada and the U.S. Implemented 3 IVR zero cost initiatives to decrease key customer irritant of Wait Times through identifying opportunities and collaborating with partners. Through a series of infographics and online resources, I helped drive Awareness, Adoption and Advocacy of Digital Resources for both customer and employees to resulting in NPS being 8% above plan and a 28% increase in Digital Adoption. TD SME on various large scale cross pillar initiatives such as Voice Biometrics, launch of MBNA\'s App, Product Training and Onboarding ensuring a focus on both ease for customers and employees. LCL support for launch of PC Money Account, Medallia launch, PCF Salesforce
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