Ross de Gannes

Senior Manager - Enterprise Journey Customer Experience Measurement Strategy & Insights @TD

Pioneered, designed and implemented a pan journey CX measurement program that allowed TD to measure and track its CX performance across multiple customer journeys to help the organization understand where its strategic CX improvements were having an impact- Led an enterprise wide customer journey mapping & measurement strategy to journey map end to end customer journeys across lines of businesses.(retail, insurance, wealth, B2B) Allowing TD to define and focus on the moments that matter in a customer’s journey across multiple products and experiences- Developed and implemented TD\'s 1st enterprise wide relationship based CX measurement program in Canada & the U.S. to help TD drive action on deepening relationships with its customers and improving the omni channel experience across geographies and lines of business.(Retail, Wealth, Insurance, Business Banking)- Built and led a diverse, high performing team of ten researchers and insight professionals to implement TD\'s 1st enterprise wide CX research practice allowing TD to conduct adhoc CX research from small surveys to large scale mystery shops to drive actionable strategic insight faster- Designed an enterprise CX irritant methodology to allow TD to identify common CX pain points to enable leaders to ground their decisions in the customer and create differentiated omni channel experiences- Worked with cross functional teams to design a framework for understanding and monitoring the relationship between CX and Brand performance- Influenced across the organization to tell customer stories across executive audiences to drive change and maintain CX focus on the things that matter most to TD\'s customers- Developed a methodology in partnership with multiple teams at TD to measure the financial impact of negative CX- Quickly designed and implemented research to measure TD\'s customer sentiment and its evolution during the COVID-19 pandemic to allow TD to support its customers better.