CANADIAN LEADERSHIP TASKFORCE ON DIVERSITY AND INCLUSION
Senior Director, Digital Services
Over the past 25 years Sue has been at the forefront of helping organizations realize their next big move and how it is enabled through human experiences, digital, data, technology, across marketing, sales and service. Blending innovation, Design-Thinking and disruption Sue has accelerated her clients and employer’s digital transformations by focusing on solving complex problems and being fixated on the experience of the people that they are interacting with and tying it directly to value creation. At PwC, Sue is a Senior Director in the Digital Practice where she leads teams and clients through their Digital transformation. Sue runs the PwC Experience Centres in Canada, where she and the team lead co-design work to accelerate their client outcomes.
Having worked in technology for 18 years across banking, retail, telco and government, Sue can break down complex, technical scenarios in an easy to understand, succinct manner. She has operationalized Customer Experience Management, enabling high velocity customer feedback and learning systems to continuously evolve the customer experience, reduce cost to serve, and enable cross sell/up-sell using CRM. She has helped organizations through their Digital Workforce Transformation, by starting with the experience vision for the way employees desire to work, setting the foundation for organizations to build their governance, security, facilities, HR and technology change to enable the vision.