Lydia Frangos-Norris

About Lydia Frangos-Norris

I unlock hidden value through client insights and strategic innovation. My background in both client experience and digital solutions have driven measurable results—consistently improving ROI, increasing adoption, and deepening customer engagement through data-driven, human-centered solutions.I\'m obsessed with three things: understanding what clients truly need, reimagining how processes work, and empowering teams to think bigger. My toolkit combines quantitative rigor with creative problem-solving, translating complex data into clear, actionable strategies.Background: Co-terminal B.S./M.S. in Business Management from Rensselaer Polytechnic Institute\'s Lally School. Beyond the office, I bring discipline and leadership to everything I do—values I honed as a two-time captain of Varsity Track & Field and an All-American athlete. Recipient of the Olympia Award.Let\'s connect if you\'re exploring ways to elevate customer experience, drive operational excellence, or challenge conventional thinking.

Experience

1. Associate Director, Client Experience, Health & Risk Solutions

   Sun Life

   Apr 2023 — Present · Wellesley Hills, MA, US

   Responsible for leading, developing, and driving key components of our Client Experience strategy for Health and Risk Solutions. This includes expanding our Client experience and listening capabilities, as well as Client education. Partners with various teams throughout the organization to ensure a Client-centric approach, to identify gaps and opportunities for our Clients, to support new, and enhance existing, initiatives focused on bettering the Client experience, and to ultimately drive toward a better understanding of our Clients’ needs. Identifies correlations between unmet needs of our Clients and internal process improvement opportunities.Acts as a Client experience consultant and liaison across the organization, and support the Client Experience team in developing key measures of success and critical metrics. Executes Client listening initiatives, optimizing our proactive contact strategy, analyzing market research and insights results, facilitating Client journey mapping and design thinking activities, completing vendor assessments, and identifying, assessing, and implementing market best practices.Oversees the Client experience projects executed on the team and plays a key role in utilizing Client Experience Monitor and other research to facilitate opportunity identification and prioritization of Client Experience initiatives across the Health and Risk Solutions organization.

Education

• Rensselaer Polytechnic Institute

  Master of Science (M.S.), Business Management

  2013 — 2014

• Rensselaer Polytechnic Institute

  Bachelor of Science, Business Management

  2009 — 2013

Skills

• Marketing Communications
• Illustrator
• Adobe Acrobat
• Survey Research
• Visio
• Love of Learning
• Microsoft Access
• Linkedin Marketing
• Survey Design
• Technical Writing
• Etl
• Css
• Blogging
• Database Administration
• Data Analysis
• Women's Leadership
• Photoshop
• Jde One World
• Relational Databases
• Lean Operations
• Visual Studio
• Social Media Marketing
• Microsoft Excel
• Powerpoint
• Account Management
• Microsoft Publisher
• Customer Service
• Microsoft Office
• Zoology
• Event Management
• Access
• Visual Basic
• Cpr Certified
• Multilingual
• Teamwork
• Employee Wellness Programs
• Strategic Planning
• Emt-B
• Microsoft Word
• Team Leadership