Tanya Fowler
Head of Customer Experience @FCT
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WORK HISTORY
Head of Customer Experience @FCT
Oakville, CA
I gather and analyze customer and employee insights, to measure and create impactful stories to lead change for our customer\'s ever-evolving needs. I champion our customer’s voice to cultivate, motivate and support our strategic focus in order to deliver industry-leading experiences to our customers. Achievements:* Created and led a CX committee with cross-functional senior leaders to address and resolve enterprise-wide CX opportunities*Created and led an internal network of CX Advisors for accelerated organizational adoption of CX* Demonstrated ability to drive enterprise-wide change with momentum through data driven story-telling* Navigated and led employees out of ambiguity and change with an entrepreneurial and collaborative mindset.* Developed Voice of the Customer (VOC) program to include solicited and unsolicited feedback forums (and onboarded supportive tools) and separated out KPIs from true CX metrics to support brand and loyalty measurement as well as tied revenue to experiences* Investigated and strengthened data analytics to highlight gaps in cross-functional CX opportunities* Developed first CX three year roadmap to achieve a 360-degree view of the customer integral to corporate priority of driving customer centricity* Led first holistic customer and empathy journey mapping program with priority customer segments* Delivered strategic direction to unify core foundational experience teams including IT, Marketing and Finance to resolve friction points in customer journey and user experience framework* Co-designed, created and facilitated customized national CX training workshops to achieve cultural shift to customer centricity
EDUCATION
McMaster University Continuing Education
Business Administration with major in Marketing
CX University
Customer Experience Management Professional (CCXP)
University of Toronto
Digital Marketing Management, Social Media Strategy
Sheridan College
eMarketing
Acceleration Academy
CX Leadership + Implementation
York University
Web Development/HTML coding
Toronto School of Business
Legal Administration
University of Toronto
Google Analytics
Sheridan College
Management - Hons.
McMaster University
BA, PR, Social Media, Marketing
Sheridan College
Institute of Law Clerks of Ontario
ABOUT TANYA FOWLER
As a CX advocate and change agent, I champion our customer’s voice to cultivate, motivate + implement changes to support our strategic focus to deliver industry-leading experiences to our customers. In my role, I wear many hats, but staying on top of the CX, marketing and technology evolution is my passion. As a senior team leader, I believe that empowered employees drive success. I aspire to lead with this in mind, challenging my team to achieve their full potential so they can grow in both experience and confidence. Known as the eternal optimist with an infectious laugh, I enjoy learning, turning obstacles into opportunities and advocating the VOC. ACCOMPLISHMENTSCertified Customer Experience Professional (became Canada\'s 79th CCXP)2021 \"Woman of Influence\" Award from Canadian Mortgage ProfessionalLed FCT to 1st place recognition with North American Customer Centricity Awards for \"Customer Centricity in B2B\"(2021),\"Best Measurement in CX\"(2022) and \"Customer Insight and Understanding VOC\"(2022)Led FCT to 2nd place standing at World Series Customer Centricity Awards for \"Customer Centricity in B2B\"(20••••22 CXPA \"Emerging CX Leader\" Award recipient20••••24 Chair of CXPA Emerging Leader Award RecipientsCreated and led an internal network of CX Advisors for accelerated organizational adoption of CXDirected and facilitated several Customer Centricity educational programs, including experiential in-person, interactive online and CX leadership and implementation programs to connect all employees\' critical role in enabling or directly impacting our CX Created and implemented internal CX rewards and recognition strategy to drive continuous CX innovationInitiating + implementing a new enterprise CRM and Contact Centre platform solution to our company to drive operational efficiency, omni-channel delivery and measurement of brand experience delivery Creating and executing a social media strategy by initiating, creating, and developing our presence on digital platforms. My leap of faith many years ago allows us to regularly engage and provide enriching content to our audience at every levelMy collaborative, resourceful approach with a heaping dose of optimism and creativity enables me to deliver optimal results with minimal resources. I thrive in high-pressure environments and adapt quickly to eleventh-hour changes and challenges. I am on LinkedIn to feed my passion of being a lifelong student and strengthen my industry networks.https://fct.ca/blog/coffee-break-with-tanya-fowler/
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