Nancy Ortenburg, Ccxp
About Nancy Ortenburg, Ccxp
Nancy Ortenburg is the Director of Customer Experience for the Legal sector at Thomson Reuters, where she has worked since 2021. With extensive experience in customer service roles across various organizations, she focuses on enhancing customer experience and maintaining high Net Promoter Scores.
Work at Thomson Reuters
Nancy Ortenburg serves as the Director of Customer Experience in the Legal sector at Thomson Reuters. She has held this position since 2021, contributing to the enhancement of customer experience across various regions, including Canada, Europe, Latin America, and AEM. Ortenburg collaborates with a global customer experience team to align data insights with strategic improvements, focusing on maintaining high Net Promoter Scores (NPS) within the legal vertical.
Previous Experience at Oxford Properties Group
Before joining Thomson Reuters, Nancy Ortenburg worked at Oxford Properties Group - OMERS as the Director of Customer Service Excellence from 2019 to 2021. During her tenure in the Toronto, Canada Area, she focused on improving customer service strategies and operational excellence within the organization.
Career Background in Customer Experience
Nancy Ortenburg has extensive experience in customer experience management. She served as the Manager of MiWay Customer Experience at the City of Mississauga from 2015 to 2019, where she managed customer service initiatives. Prior to this, she worked at Metrolinx as a Business Relationship Manager for the PRESTO system from 2012 to 2015, and at the Canadian Urban Transit Association (CUTA) as Director of Training and Membership from 2003 to 2012.
Educational Background and Qualifications
Nancy Ortenburg has a diverse educational background. She studied at Queen's University, earning a Concurrent Education Degree (B.Ed.) from 1989 to 1994. She also holds an Hons BA in Geography/History from Trent University. Additionally, she completed various programs at the DeGroote School of Business at McMaster University, including Leadership Excellence and Quality Service courses through the Disney Institute, as well as Project Management courses from Global Knowledge.
Focus on Customer Experience and Agile Methodologies
In her current role, Nancy Ortenburg engages with cross-functional teams to enhance customer experience in the legal sector. She utilizes agile methodologies to service various customer segments and supports the legal team across multiple regions. Her work emphasizes connecting data insights with strategic and organizational improvements, aiming to elevate customer satisfaction and operational efficiency.