Senior Vice President, Customer Experience, Empire Communities
English, French and Italian Literature, Bachelor of Arts (BA) - Honours

As the Vice President of Customer Experience with Empire Communities, Nancy is responsible for developing and executing Empire’s customer-centric experience vision and strategy, driving alignment across the organization to promote a consistent and exceptional customer experience and fostering a culture of continuous improvement.

Prior to joining Empire, she was the Senior Vice President of Customer Experience at Greenwich Associates. Nancy defined the customer experience strategy and vision with a focus on optimizing customer satisfaction, client retention, and operational excellence. She led Client Engagement Teams and managed the end-to-end customer lifecycle, helping B2B clients to define the customer journey, and measure, improve and transform the customer experience.

Nancy is fluent in English, French and Italian, and holds an Honours Bachelor of Arts Degree from York University. Nancy is a Net Promoter® Certified Associate and served on the Board of Directors for the MRIA (Market Research and Intelligence Association) RAC (Research Agency Council) in 2017. Nancy is currently serving as a board member on the Customer Service Professional Network(CSPN) Advisory and Executive Board.