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Does the quality of our member experience match the quality of our solutions? Every day we are exposed to a wide range of interactions with companies that provide the products and services that enrich our lives. While the quality and features of these products and services define their ability to meet our needs, the experience we associate with the process of obtaining or interacting with them increasingly defines the value they confer on our lives. The delivery of complex financial products, such as those we deliver in the pensions and benefits arena, has long been defined by the demand for rock-solid administrative processes, regulatory compliance, and reporting. The need for solutions to help deliver these functions at scale has led to plan member experience that can often feel like it was made for the people delivering the service as opposed to those receiving it. In this final session of our series, we will explore how a design thinking approach can drive choices that transform administrative processes into something more intuitive and user-friendly. Beyond the simplification of these core functions, we will illustrate how thoughtful design choices can foster deeper member engagement and enrich a member’s relationship with their pension, and their connection to the value it brings to their life. |
 | Jeffrey Boutilier
President
Ascent Strategy The founder and driving force behind Ascent’s rise as a leading customer experience design studio, Jeffrey is a passionate and creative leader trusted by trusted brands and market leaders. He provides thoughtful advice and strategic insight across a wide range of industries and organizational challenges. With a clientele spanning governments, non-profits, academia, and multinational companies, Jeffrey continues to be a sought-after partner to tackle particularly difficult challenges, build consensus and agreement in difficult circumstances, and – most importantly – drive strategic execution that generates real results. Jeffrey’s reputation for consistent outcomes, building broad support, and his willingness to be a challenging partner, have established him as a trusted advisor to Western Canada’s business leaders. |
 | Tami Dove
Director of Member Experience
Co-operative Superannuation Society Pension Plan
As a senior leadership team member for one of Canada’s largest defined contribution pension plans, Tami Dove oversees the member experience framework and strategy designed to empower members to make decisions based on timely, relevant, and personalized information. Member experience is a multi-faceted discipline with several key objectives – one of which is engaging members and clients in their benefit program(s) and financial success. Believing in the power of empowering people to make informed decisions, Tami has been serving people within the financial services industry for almost 25 years. As a coach and mentor to those she works with and those she serves, Tami has worked in the credit union system in member services, financial planning, and management, and with the Government of Saskatchewan and the Financial and Consumer Affairs Authority of Saskatchewan in pension administration, member education and engagement, pension and other financial services regulation, financial services policy, and research. Her experiences include working in insurance, mutual funds, corporate risk and strategic management, information technology and data management, and human resources. Tami believes in lifelong learning and has obtained several credentials and designations in her field, including a CERTIFIED FINANCIAL PLANNER® designation, a Masters of Business Administration (MBA), the Pension Plan Administration Certificate (PPAC), the Project Management Professional (PMP®), and the Retirement Plans Associate (RPA) designation. |