Warren Duffy
Director, Experience Design @Sun Life
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WORK HISTORY
Director, Experience Design @Sun Life
CA
At Sun Life Canada our team within the Client Experience Office (CXO) is partnering with teams to strategically design journeys that matter to Canadians’ financial security, health, and long-term wellbeing. My focus is on experience design (XD) for Wealth & Insurance journeys across Clients, Advisors, Firms, and Employees. My role: • People Leader - building a top service design and research team in Canada; creating an industry-leading experience design (XD) practice to systematically transform client experiences. • Design Leader - introducing new design and research methods to solve problems collaboratively with journey teams from across Sun Life Canada; working to embed XD practices and underlying capabilities, skills, and mindsets across the organization. • CX & Designer Practitioner - unifying journeys and re-imagining future experiences with journey, platform and product teams; using design thinking, service design, and user insights to add value and drive Client-centric outcomes. • Journey Management - introducing Journey Management Platform capabilities and Journey Management Practices; scaling journey hierarchy and framework to visualize, structure and manage journeys across the company.
EDUCATION
Parsons School of Design - The New School
Global Executive MSc. - Strategic Design for Global Leadership
Smith School of Business at Queen's University
Commerce
SKILLS
ABOUT WARREN DUFFY
Design Leader & Thinker - Passionate about partnering with teams to uncover insights together, and reimagining employee and client experiences. Design & People Leadership - I have led product design, service design, and research teams from low maturity to high maturity- I am an expert in design thinking, service design, and in building research and insight generation capabilities within large organizations. Learning & Community - Currently pursuing an Exec MSc. in Strategic Design for Global Leaders from Parsons School of Design (The New School)- I graduated from Queen’s University (Bachelor of Commerce) in 2007- I am a volunteer and mentor within the design and LGBTQ+ communities. I am proud of my track record of delivering outcomes for organizations, clients, and employees.
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