Experience

ExperienceThat Brings Clarity

Over the past 25 years, I have worked with organizations navigating complexity, change, and high expectations. My experience spans public service, nonprofit, and corporate environments, often in situations where decisions mattered and clarity was hard to come by. I am known for helping teams move forward without forcing consensus or oversimplifying reality. I balance progress with care, and action with understanding. That means knowing when to push, when to pause, and when to help people see the situation differently so better decisions can emerge.

My work has included leading and advising on major initiatives, brand and customer strategies, research-led programs, and large-scale change efforts. In Canada, I contributed to projects such as the launch of TransLink’s Millennium Line, the renewal of the Canadian Cancer Society’s brand, and customer strategy work for BC Hydro’s Smart Metering Program. More recently, in the Netherlands, I have worked with global organizations including Shell, Unilever, HotelSchool The Hague and the RAVO Fayat Group. What connects all of this work is not sector or scale, but context. I am most effective when situations are complex, perspectives differ, and people need help aligning around what matters and what to do next. Experience, for me, is not about having seen everything. It is about knowing how to work with what is in front of you.

I specialize in short term projects that demand deep analysis and quick results

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The journey so far

The Netherlands

2019-2022Consultant to Shell, Unilever and HotelSchool The Hague

Canada

2017-2018BC Rapid Transit Company
Director, Customer Experience and Performance Reporting
2015-2016Consultant to BC Hydro and WorkSafeBC
2010-2014BC Hydro
Customer Experience Manager/Lead, Smart Metering Project
2007-2009Muscular Dystrophy Canada
National Director, Marketing and Communications
2004-2007Canadian Cancer Society
Senior Manager, Marketing / Acting Director Marketing + Communications
2002-2004Mustel Group Market Research
Director Marketing and Business Development
1999-2002TransLink/ Rapid Transit Millennium Line
Marketing Research Consultant
1999-2000BCAA
Manager, Market Research
1993-1998Mustel Group Market Research
Market Research Consultant/ Project Manager

Here are some real-world applications and examples of the work I do:

Customer Research

Mustel Research Group - I worked with a team of senior consultants to provide to provide strategic customer research insight into major companies throughout BC, including: BCAA, Telus, BC Teachers Federation, BC Ferries, Translink, BC Hydro, Vancouver International Airport Authority and BC Gas.

Advertising

Canadian Cancer Society - I worked with their National team and ad agency to roll out their first ever ad campaign, which included a viral video, tv commercials, radio spots, microsites, and outdoor advertising.

Concept Testing

BC Automobile Association - I conducted internal and external research on how to implement a new Carbon Bank program for drivers in addition to working with their internal teams to shape the program.

Streamlined Business Processes

Shell International - I helped identify communication challenges and introduced a new internal business process that streamlined staff questions and concerns about a new mass compliance policy rollout.

Strategy Development

Hotelschool the Hague - I conducted leadership interviews and staff workshops and helped create a strategy for positioning them as a top-3 hospitality university in the world.

Strength Finder Workshops

WorkSafe BC - I led a Gallup/Clifton Strengths Finder workshop for more than 160 leaders at a team building session designed to reinvigorate their staff.

Strategic Planning

BC Hydro - I conducted employee focus groups across BC to determine the feasibility of implementing new customer service kiosks.

Business Planing

SkyTrain - I worked with their Senior Leadership Team to develop a business plan for them and the associated Lean Visual Management Centre.

Volunteer Work

Learning from the example of my father, I have a keen interest in giving back and have always loved volunteering for great causes. Here are some of the more notable organizations that I’m proud to have been part of.