Leader, Global CX Delivery & Principal Consultant
As our leader of Global CX Delivery, Jeff is a member of the CFN leadership team. In this role, he leads our global consulting team as well as personally consults on large, complex customer experience engagements. Jeff has 20+ years of experience at Sears Canada and Direct Energy.
As a VP at Sears, Jeff led a team responsible for the marketing, sales, installation and repair servicing of over 1.5 million customers, via a workforce of 4,500+. In his various roles at Sears, Jeff gained experience in retail sales, catalogue, distribution, process management, customer contact, warranties, and home and repair services. At Direct Energy, he managed customer contacts, process and business solutions, and extended warranties. In both organizations, Jeff’s leadership roles included oversight of customer loyalty and relationships. The expertise Jeff gained in both the strategic and tactical aspects of these businesses allowed him to drive customer experience change, leading directly to business performance improvements.
At CFN, Jeff has been able to apply his expertise to a wide variety of customer engagements over the course of his 7+ years with the business. He has led significant projects in many industries, such as insurance and financial services, as well as manufacturing, healthcare, telecommunications and technology. With hands-on experience from delivering customer experience solutions in 9 countries around the world, Jeff brings a great deal of knowledge to the customer experience space, as well as an impressive list of global companies that he has helped.
Jeff received a Business Administration Diploma from Loyalist College and also serves on the Humber College Marketing Advisory Council. He lives in Toronto, Ontario with his wife and their two sons.