Chris Graves Smith
About Chris Graves Smith
Chris Graves Smith serves as the Manager of CX Measurements & Insights at TD Insurance, where he has worked since 2018. He oversees the CX program, focusing on customer behavior projections and stakeholder relationships in Halifax, Canada.
Work at TD Insurance
Chris Graves Smith has been with TD Insurance since 1999, holding various roles that have contributed to the company's customer experience (CX) initiatives. Currently, he serves as the Manager of CX Measurements & Insights since 2018, where he leads efforts to develop holistic controls for the CX program. He also holds the position of Manager, Effectiveness and Delivery since 2012. His previous roles include Team Leader, Client Services, and Manager, CE Enablement, which have provided him with extensive experience in managing client services and enabling customer engagement.
Education and Expertise
Chris Graves Smith earned a Bachelor of Commerce degree in Marketing from Saint Mary's University, where he studied from 1994 to 1998. His educational background has equipped him with the skills necessary to analyze customer behaviors and develop effective CX strategies. His expertise lies in building meaningful CX projections and managing programs that enhance customer feedback mechanisms.
Background
Chris Graves Smith has a long-standing career at TD Insurance, spanning over two decades. He began his journey as a Bilingual Advisor in Client Services from 1999 to 2006, followed by a six-year tenure as Team Leader in the same department. His roles have progressively advanced, reflecting his commitment to improving customer experience and operational effectiveness within the organization.
Achievements
In his current role, Chris Graves Smith is responsible for creating comprehensive CX reporting, including monthly, quarterly, and ad hoc reports that provide insights into TD Insurance programs. He has also begun developing CX projections to help the organization understand and predict customer behaviors in response to operational changes. His efforts support the Insurance pillar of TD by fostering relationships with various CX stakeholders.