Jodi Gordon
Director Customer Experience @CNIB
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WORK HISTORY
Director Customer Experience @CNIB
o Lead a national contact centre to manage inbound calls and emails for key partners: Canadian National Institute for the Blind (CNIB) Foundational Programs, SmartLife, Philanthropy, Pay if Forward, Centre for Equitable Library Access (CELA), and Vision Loss Rehabilitation Canada (VLRC) members. Lead and empower a talented team of 20-22 individuals who are primarily blind and partially sighted to achieve their goals and aspirations through providing growth opportunities, development curriculums and learning programs. Set and execute an innovation strategy to achieve operational targets and empower team members through improving accessibility and removing barriers.
EDUCATION
Western University
Bachelor of Arts - BA
SKILLS
ABOUT JODI GORDON
Championing customer experience at CNIB, my focus is on leading a dynamic team dedicated to serving the visually impaired community. With a Master Black Belt in Lean Six Sigma, I develop and execute innovative strategies that enhance operational efficiency and accessibility, empowering my team to exceed performance targets.Previously, my roles at TD entailed elevating process engineering and business enablement, where I spearheaded the creation and execution of an enterprise-wide Process Intelligence mandate. My passion for employee development helped to foster in an enriched colleague experience for a diverse team of 150 process engineers, while allowing me to showcase my commitment to continuous improvement and strategic business transformation.
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