Emily Charbonneau
About Emily Charbonneau
Emily Charbonneau is a Manager of Digital Transformation at TD Insurance, where she focuses on customer experience design and innovation. She holds a Bachelor of Business Administration from the Goodman School of Business at Brock University and has over ten years of experience in her current role.
Work at TD Insurance
Emily Charbonneau has been serving as the Manager of Digital Transformation at TD Insurance since 2014. In this role, she is part of the Customer Strategy & Innovation group, where she focuses on uncovering customer needs and goals. Her responsibilities include conducting customer interviews and facilitating co-creation workshops to gather insights that inform experience design. Emily collaborates with internal partners to enhance experience design capabilities within the organization, ensuring that customer experiences are effectively designed and implemented.
Education and Expertise
Emily Charbonneau studied at the Goodman School of Business at Brock University, where she earned a Bachelor of Business Administration (BBA) with a focus on Human Resources Management and Services from 2009 to 2013. Her educational background provides a solid foundation for her expertise in designing and launching end-to-end customer experiences. She specializes in applying Human-Centered Design and Behavioral Economics principles to create effective customer interactions.
Background
Before joining TD Insurance, Emily Charbonneau worked at the City of Ottawa as a Building Technical Clerk for eight months in 2014. This role provided her with experience in a municipal setting, contributing to her understanding of customer service and technical processes. Her career path reflects a commitment to enhancing customer experiences and a focus on digital transformation initiatives.
Achievements
Emily Charbonneau has contributed to various initiatives within TD Insurance that focus on customer experience and digital transformation. Her role in conducting customer interviews and facilitating workshops has been instrumental in gathering insights that drive innovation. Additionally, her collaboration with internal partners aims to enhance the organization's experience design capabilities, aligning with the company's strategic goals.