As a generalist, Sara’s contributions have been focused on solving complex business problems across a variety of disciplines. She has spent over 25 years in the insurance and financial services field, progressing in leadership roles of client service, client and employee experience, and strategy. Sara is an enthusiastic sponsor for change, experienced in both designing and implementing successful strategic client experience initiatives that transform culture. Sara has helped organizations develop cross-functional Client Experience (CX) strategies to effectively embed a culture of client centricity. Over the last 5 years, Sara’s CX focus has been on developing a CX delivery model, introducing agile CRM tools to the organization, developing a Voice of the Client program, establishing corporate measures for Client Service scoring (Net Promotor/CSAT/CES).
For her MBA capstone project, Sara conducted academic and primary research on Preparing an organization for a changing workforce. Her work in this space contributed to the strategic recommendations to evolve a corporate posture towards developing an employee experience (EE) focused on anticipating and meeting the changing needs and expectations of clients. An advocate for diversity and inclusion (D&I), Sara developed, and is in the process of implementing, a D&I framework based on behavioural science nudges to embed inclusive practices across the organization.
A strategic leader, Sara has also spearheaded the development of a long term Digital Product Transformation Roadmap, and has experience in creating a 5 year Corporate Strategic Plan and Balanced Score card.