FSO Advisory Customer Experience Senior Manager
Ernst & Young
Lisa Ducharme is a Senior Manager at EY in the FSO Advisory Customer Experience practice and has 24 years of combined financial services industry and consulting experience delivering an exceptional customer experience, while balancing line of business needs and regulatory requirements within organizations. She has led teams that execute enterprise-wide initiatives, mergers and acquisitions, off-shoring and outsourcing implementations and end to end process redesign solutions across multiple channels and customer segments. She has designed a customer-centric model that is interwoven into major change management events enabling organizations to deliver to effective service to customers, while maintaining or improving satisfaction and loyalty metrics.
At EY, Lisa is highly engaged in overseeing multiple Customer engagements to help identify, prioritize and provide critical oversight to customer centric solutions across a broad area of issues. She has most recently led an engagement at a large financial institution to redesign the complaints management process for escalated complaints inclusive of organizational redesign, training, communication and reporting solutions.
Prior to joining EY, Lisa worked as the Director of Customer Experience and Marketing Integration at a top five financial institution where she created a customer lens model that significantly reduced customer attrition and led implementation of all service related programs during major change events. Her areas of responsibility included; enterprise wide complaints management, oversight of key regulatory relationships, voice of customer and service recovery programs and leadership of customer risk mitigation strategy.
Recent Stories From this Author
Making the Most of Customer Complaints - How to Effectively Resolve and Learn From Customer Concerns to Drive Efficiency and Improve the Customer Experience
January 29, 2014 With a spate of new rules and regulations related to the customer experience affecting the financial services industry, and...