Elizabeth is a strategic financial services executive with experience that ranges from global leadership to local management in complex and challenging situations. Having over 20 years of comprehensive financial service experience, she uses a pragmatic approach to drive business outcomes and build teams across customer journeys, customer relationship management & analytics, sales management, incentives, and digital transformation. Elizabeth is a progressive thinker and has a passion to empower others while making businesses successful. She is known both for her bold creativity, thinking outside-the-box, as well as her ability to address issues with facts and data that brings heightened cross-functional collaboration.
In her role as Global Head of Customer Management and Servicing Tools for HSBC, she led the design and delivery of all CRM technology to support frontline productivity and customer service for 65,000 users. Much of her success has been achieved through her strong understanding of the User as she holds first-hand knowledge of being a financial advisor, Bank Branch Manager, and National Sales Leader in earlier parts of her career.
Prior to this, Elizabeth served as the Global Head of Wealth Customer Journeys for HSBC, being the global subject-matter expert and co-designer of the Customer Journey Framework leveraged by all the bank’s markets. Elizabeth has expertise in design thinking facilitation to support the build of technology and optimize business processes while improving the customer experience. She also has extensive experience in implementing multi-channel contact strategies. While at HSBC she completed more than 20 different journey programs across countries in the Americas, Europe, and Asia covering Digital, Assisted Digital, and Advisory based selling inclusive of the full Customer Life Cycle. Elizabeth’s greatest commitment is to “make professionalism personal” as she drives results with excellence.
Elizabeth resides in the Toronto area with her husband Max of 13 years and their two sons. As a family, they are active in the community, particularly as advocates for education and benevolence. Elizabeth also devotes time to leading women's networking groups and inspirational speaking.