Summary
Overview
Work History
Education
Skills
Timeline
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Laura Pittman

Toronto,ON

Summary

Strategic and data-driven CX leader with over 8 years of success transforming customer journeys, increasing satisfaction scores, and driving loyalty across digital and physical channels. Expert in leading cross-functional initiatives, embedding Voice of the Customer (VoC) insights into strategy, and scaling CX programs in fast-paced environments.

Overview

10
10
years of professional experience

Work History

Sr. Manager, Patient Experience

Felix Health Inc.
01.2022 - Current
  • Spearheaded company-wide CX strategy, resulting in a 33% increase in NPS over two years.
  • Led the deployment of AI-powered self-service tools, including a chatbot and a dynamic knowledge base, reducing tickets by 26%.
  • Created CX dashboards and scorecards to monitor KPIs and align executive stakeholders.
  • Acted as a liaison between the product and support teams to ensure customer pain points were translated into product updates and roadmap priorities.

Head of Customer Experience

TKEES
06.2017 - 01.2022
  • Led all customer retention efforts and oversaw a 30% increase in overall retention.
  • Managed a team of 5 CX specialists, driving customer-centric process improvements across support, fulfillment, and post-purchase engagement.
  • Strategically led and developed a Customer Experience team to enhance performance by setting clear KPIs and measuring against them on a regular basis to optimize team performance.
  • Reduced average resolution time by 40% by integrating Zendesk workflows and agent training programs.

E-Commerce Specialist

TKEES
02.2017 - 06.2017
  • Implemented all customer service processes and tools (Zendesk, Retention Rocket, Endear, Okendo, Emotive, Returnly).
  • Liaised and collaborated with both the Creative and Production teams to ensure successful new product launches in line with the overarching brand image.
  • Utilized Shopify to track inventory, analyze trends and make forward-thinking business plans.

Business Specialist

ACI Brands Inc
07.2015 - 03.2016
  • In conjunction with Senior Leadership teams identified sales and market opportunities based on analysis of market trends, seasonality, competitive activity, customer results and internal sales and margin targets.
  • Evaluated and review product inventory based on planned units, sell-through and margin.
  • Collaborated with sales and merchandise teams on product assortments and pricing strategies for presentation to customers.

Education

Bachelor of Arts -

Wilfrid Laurier University
2014

Skills

  • CX Strategy and Roadmapping
  • Conversational AI and Chatbot Strategy
  • Voice of the Customer (VoC) Programs
  • NPS, CSAT, and CES management
  • Cross-functional Leadership and Training
  • Customer Advocacy and Retention

Timeline

Sr. Manager, Patient Experience

Felix Health Inc.
01.2022 - Current

Head of Customer Experience

TKEES
06.2017 - 01.2022

E-Commerce Specialist

TKEES
02.2017 - 06.2017

Business Specialist

ACI Brands Inc
07.2015 - 03.2016

Bachelor of Arts -

Wilfrid Laurier University

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Laura Pittman