Christine Reynolds
Co-Founder, Principal Designer at designACE- Claim this Profile
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Bio
James Patrick Dempsey
In short, Christine is a leader in user-centric decision making. She has a unique ability to forfeit her own biases and fully take on the customers' interests. She challenges her peers, her leaders, and teams from across the organization to think differently. Christine fervently believes in engaging our users across our end-to-end projects, whether that's leading qualitative interviews or designing quantitative surveys. She's known internally for facilitating valuable co-creation sessions with everyone from front-line team members to SVPs, and wrangles cross-functional teams into deadlines with the best of them. Christine drives me to think laterally, ask questions and speak up when something doesn't sound right.
Ronson Chan
Christine is a hard working, smart, and caring coworker. She was THE customer advocate in all our projects. She ensured that everything we did was for the better of the customer. She was constantly managing multiple projects at the same time and executed each one as though she was only working on one.
James Patrick Dempsey
In short, Christine is a leader in user-centric decision making. She has a unique ability to forfeit her own biases and fully take on the customers' interests. She challenges her peers, her leaders, and teams from across the organization to think differently. Christine fervently believes in engaging our users across our end-to-end projects, whether that's leading qualitative interviews or designing quantitative surveys. She's known internally for facilitating valuable co-creation sessions with everyone from front-line team members to SVPs, and wrangles cross-functional teams into deadlines with the best of them. Christine drives me to think laterally, ask questions and speak up when something doesn't sound right.
Ronson Chan
Christine is a hard working, smart, and caring coworker. She was THE customer advocate in all our projects. She ensured that everything we did was for the better of the customer. She was constantly managing multiple projects at the same time and executed each one as though she was only working on one.
James Patrick Dempsey
In short, Christine is a leader in user-centric decision making. She has a unique ability to forfeit her own biases and fully take on the customers' interests. She challenges her peers, her leaders, and teams from across the organization to think differently. Christine fervently believes in engaging our users across our end-to-end projects, whether that's leading qualitative interviews or designing quantitative surveys. She's known internally for facilitating valuable co-creation sessions with everyone from front-line team members to SVPs, and wrangles cross-functional teams into deadlines with the best of them. Christine drives me to think laterally, ask questions and speak up when something doesn't sound right.
Ronson Chan
Christine is a hard working, smart, and caring coworker. She was THE customer advocate in all our projects. She ensured that everything we did was for the better of the customer. She was constantly managing multiple projects at the same time and executed each one as though she was only working on one.
James Patrick Dempsey
In short, Christine is a leader in user-centric decision making. She has a unique ability to forfeit her own biases and fully take on the customers' interests. She challenges her peers, her leaders, and teams from across the organization to think differently. Christine fervently believes in engaging our users across our end-to-end projects, whether that's leading qualitative interviews or designing quantitative surveys. She's known internally for facilitating valuable co-creation sessions with everyone from front-line team members to SVPs, and wrangles cross-functional teams into deadlines with the best of them. Christine drives me to think laterally, ask questions and speak up when something doesn't sound right.
Ronson Chan
Christine is a hard working, smart, and caring coworker. She was THE customer advocate in all our projects. She ensured that everything we did was for the better of the customer. She was constantly managing multiple projects at the same time and executed each one as though she was only working on one.
Credentials
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Business Management
Ryerson UniversityApr, 2012- Sep, 2024
Experience
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designACE
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Canada
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Business Consulting and Services
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1 - 100 Employee
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Co-Founder, Principal Designer
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Feb 2023 - Present
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RBC
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France
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Design Services
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1 - 100 Employee
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(Technology Infrastructure) Sr. Manager Brand Experience Strategy
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Apr 2021 - Jan 2023
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(Human Resources) Senior Manager, Design Strategy
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Nov 2018 - Apr 2021
Employee experience design
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Bridgeable
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Canada
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Design Services
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1 - 100 Employee
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Manager, Design Strategy
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Sep 2017 - Nov 2018
Consulting in design strategy and human centered experiences in telecommunications and financial services Consulting in design strategy and human centered experiences in telecommunications and financial services
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TELUS
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Canada
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Telecommunications
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700 & Above Employee
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Senior Marketing Manager
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Sep 2015 - Sep 2017
Built project plan to implement OMNI channel customer experiences and led multi disciplinary team to execute against technology strategy. Worked to enable one-to-one marketing, personalized solutions, and contextual interactions amongst prospects and existing customers. Increase customer satisfaction by addressing existing pain points and defining innovative solutions. Combining customer insights, global and local trends, and business needs to define and deliver the OMNI-channel blueprint for key TELUS customer journeys. Represent the Retention and Loyalty department as part of a cross-functional team spanning all customer facing channel, Marketing, and Products and Services groups. Take a test-and-learn approach to optimization of key anchor experiences. Take customer experience to the next level by building seamless interactions, thereby reducing friction points and ultimately helping TELUS become the most recommended company in the world.
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Public Mobile
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Canada
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Telecommunications
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1 - 100 Employee
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Manager, Customer Experience
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Jul 2009 - Sep 2015
Responsible for the creation, project management, execution and analysis of numerous customer base management programs with proven success improving churn profiles and driving incremental revenue amongst targeted customers. Applied historic data, past program results and analysis to plan and allocate Customer Experience Department’s budget to achieve or exceed departmental goals in relation to churn metrics and customer retention. Developed and implemented various communication strategies using approaches such as: direct mail, email, text messaging, automated and live agent scripting, and web content to support internal operational departments and on-going retention activities. Engaged in the consultative processes for several product launches (roaming, Android, Siren Music), by providing input and feedback with regards to business policies, channel training materials, supporting marketing collateral and the overall customer experience. Created core business policies related to the overall customer experience and successfully implemented each using various marketing strategies to drive business processes and improve the customer experience at the retail and contact center level. Engaged in several pre network launch activities including research and prospective customer insights, providing and documenting business requirements for systems (billing, trouble ticketing, knowledge management) and reporting, and the planning and deployment of operational readiness testing with a ‘friends and family’ group of customers to determine gaps and issues prior to network go-live. Managed resolution of critical customer escalations. Responsible for program management of the VIP program.
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Restoration Hardware
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China
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Furniture and Home Furnishings Manufacturing
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1 - 100 Employee
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Customer Relationship Associate
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Aug 2007 - Jul 2009
A luxury brand retailer specializing in the furniture industry, offering customers an exclusive line of furniture, lighting, textiles, bathware, décor, outdoor and garden, as well as baby & child products. Duties included: Managing customer complaints and concerns, order entry, order management, creating store processes for exchanges and returns, and assisting customers with product and service inquiries. A luxury brand retailer specializing in the furniture industry, offering customers an exclusive line of furniture, lighting, textiles, bathware, décor, outdoor and garden, as well as baby & child products. Duties included: Managing customer complaints and concerns, order entry, order management, creating store processes for exchanges and returns, and assisting customers with product and service inquiries.
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Education
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2017 - 2017
OCAD University
Continuing Education Course: Design Thinking, Design Thinking -
2010 - 2012
Ryerson University
Business Administration and Management -
Langstaff Secondary School
High School, Graduated with Honors
Community
