Tomas Garcia Dumler

Senior Cx Service Designer @Questrade Financial Group

Toronto, ON, CA

My role is to achieve a deep understanding of customer needs and service opportunities across our teams and leadership in the investments line of business, through a variety of hands-on methods:* User & Customer Research: Conduct comprehensive primary research (interviews, surveys, observations) and secondary research (analyzing support tickets, platform feedback, and social media) to uncover user needs, Jobs-to-be-Done, pain points, and expectations.* Process & Systems Mapping: Perform internal research, employee shadowing, and immersive walkthroughs to create detailed service blueprints, customer journey maps, and workflow diagrams that visualize both the front-stage and back-stage service delivery.* Insight & Opportunity Identification: Analyze qualitative and quantitative data to detect key customer insights, define service gaps, and identify strategic opportunity areas for improvement and innovation.* Strategic Facilitation: Lead collaborative workshops for problem-framing, ideation, and solution prioritization to align teams and drive actionable outcomes.* Implementation & Measurement: Assisting in the refinement of product and service requirement documents and helping to design and monitor critical experience and customer funnel metrics.* Empathy & Storytelling: Craft and share compelling narratives about customer challenges and experiences to generate empathy and build buy-in for user-centered initiatives among employees and leadership.* Journey Governance & Monitoring: Establish and maintain a journey management framework to continuously monitor the health and performance of all services within the investment line of business, tracking the customer experience at multiple levels of depth.

OCAD University

Master of Design, Strategic Foresight and Innovation (MDes)

Pontificia Universidad Católica del Perú

Bachelor's degree, Social Psychology