Robert Labbe
Director, Customer Experience @Export Development Canada | Exportation et développement Canada
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WORK HISTORY
Director, Customer Experience @Export Development Canada | Exportation et développement Canada
Ottawa, ON, CA
Lead EDC’s Customer Experience Centre of Excellence, overseeing research, strategy, and design capabilities that support enterprise transformation and improve how Canadian businesses engage with EDC.Responsible for setting CX direction, building and scaling the CX practice, and integrating customer insight, service design, experience strategy and UX design into major initiatives across the organization. Partner closely with executive leaders, product, technology, and operations teams to align journeys, services, and platforms to customer and business needs.Accountable for team leadership, capability development, and the effective use of insight and design to inform decision-making, prioritize investments, and strengthen outcomes across the exporter journey.
EDUCATION
St. Francis Xavier University
Bachelor of Arts Graduate, Political Science
SKILLS
ABOUT ROBERT LABBE
I’ve spent the bulk of my career guiding complex organizations through customer centric transformations as a CX leader.CX is about working at the intersections of brand strategy, culture change, marketing research, data science, innovative technology and operational optimization. Helping organizations define and deliver North Star experiences that fulfill their customer needs by leveraging data and insights to design a more human centric offering.CX leaders often aren’t responsible for all customer touchpoints — they don’t have a product team or digital team reporting to them. It is a role that is all about forging strong relationships across an organization. Ultimately it’s a role of great power, but it’s a power that has to be used to influence leaders, front line and back office employees to become more customer centric in their day-to-day operations.
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