Simplii Financial is a direct banking subsidiary of the Canadian Imperial Bank of Commerce with close to 2 million customers.
- Created Simplii’s User Research department through the prioritization and implementation of qualitative and quantitative research approaches to address business objectives and drive digital strategy to improve the usability and desirability of Simplii’s products and prioritization to create an comprehensive User Research Roadmap
- Established a Research Operations practice for Simplii responsible for creating standard practices, an intake system, and a centralized research repository.
- Created Simplii’s User Research budget and tool stack.
- Established partnerships with Research Tool Vendors to negotiate prices and ensure new Research tools meet the organization's infosec, privacy, legal and regulatory requirements
- Expanded the department from design research into digital strategy research and leveraged customer and business analytics tools (Medallia, Adobe Analytics, Tableau) in partnership with other insight disciplines (Customer Experience, Market Research, Data Analytics) to measure KPIs, triangulate insights, investigate customer and develop a shared understanding of a product or experience – in turn identifying and presenting opportunities to senior leadership for strategic planning.
- Established a User Research Roadshow to regularly engage product leadership and key stakeholders across the organizaiton to help them better understand the business benefits of User Research to uncover opportunities and advocate for user research in business development and sales strategy
- Established hiring and training and ongoing mentoring of User Research team members