Sumita Ladwa
About Sumita Ladwa
Sumita Ladwa is a Senior Analyst in Customer Experience Design at TD Insurance, where she has worked since 2019. With a background in Human-Centered Design and Behavioural Economics, she provides consultancy on customer experience initiatives and leads customer journey mapping efforts.
Work at TD Insurance
Sumita Ladwa has been employed at TD Insurance since 2009, holding multiple roles over the years. She currently serves as a Senior Analyst in Customer Experience Design and Customer Strategy, a position she has held since 2019. In this role, she provides consultancy and feedback on customer experience initiatives across various departments. Additionally, she has worked as a Training Consultant since 2010, contributing to employee development and training programs. Her extensive experience at TD Insurance spans over 14 years, allowing her to develop a deep understanding of the organization's operations and customer needs.
Education and Expertise
Sumita Ladwa has a strong educational background that supports her expertise in customer experience design. She earned an Honors Bachelor of Arts from the University of Toronto, enhancing her analytical and critical thinking skills. She furthered her education with a Certificate in Adult Learning & Development from the University of Toronto-OISE, which equips her to effectively train and mentor others. Additionally, she studied at the Insurance Institute of Canada, achieving the Chartered Insurance Professional (CIP) designation, and obtained a Certificate in Dispute Resolution from York University, accredited by the Arbitration and Mediation Institute of Ontario.
Background
Sumita Ladwa specializes in integrating Human-Centered Design and Behavioral Economics into customer experience projects. Her approach focuses on understanding customer needs and behaviors to enhance service delivery. She leads customer journey mapping and aspirational design consultations, which aim to improve customer interactions and satisfaction. As a voice of customer insights, she identifies trust drivers and irritants, providing valuable feedback that informs strategic decisions within TD Insurance.
Achievements
Throughout her career at TD Insurance, Sumita Ladwa has made significant contributions to customer experience initiatives. She has successfully led projects that involve customer journey mapping and design consultations, aimed at enhancing overall customer satisfaction. Her role as a Senior Analyst allows her to influence various departments by providing insights based on customer feedback and behavior analysis. Her expertise in Human-Centered Design and Behavioral Economics has positioned her as a key resource in developing effective customer strategies.