Jhumur Saha Choudhury

I am in the business of making customer's lives easier through the implementation of CX practices.

I am a dedicated customer advocate that seeks to understand customer needs to create new opportunities and business improvements.
Relationship builder that enjoys connecting the dots and finding the common ground between people, products, and process.
Energetic professional with diverse experience in financial services both on client and agency side.
Collaborative spirit that is self-motivated,
Flexible and adaptive attitude that can perform outstandingly in high stress situations with minimal direction.
I have more than 16 years of experience as an insights and CX professional. I have worked in multiple geographies and for multiple employers including multinational corporations, financial sector, fund management companies, telcos as well as not-for-profit.

In my career I have been fortunate to work both on the client side and agency and have exposure/experience in the following areas in addition to research:

Specialities: Global Experience | Strategic Planning | Customer Experience | Design Thinking | Voice of the Customer | Market Research | UX Research | Customer Segmentation | VOC programs| Metrics | Predictive Analysis| Business & Digital Transformation | Change Management | Process Improvement | Product Management | Cross-Functional Team Leadership | Board Service & Leadership | Customer Experience Management | Conference Speaker | CCXP| CAIP

I feel lucky that through my profession I also have a huge opportunity to give back to society.

In an effort to make Calgary a hub for design thinking and CX professionals,I co-founded the Calgary Network of the Customer Experience Professional Association in May 2019. I sit on the Regional Board of Customer Experience Professional Association. I regularly get to network with other professionals in the financial sector to keep up to date on the CX trends in the industry
I regularly volunteer and use my design thinking and professional moderating skills to develop better solutions to social problems.
I am also an Advisory member of ATB’s Ellevate platform which focuses on team member diversity and inclusion
I am also a Board member with Accessible Housing Calgary

In my current role I 

• Support Advisory Services in growth efforts through understanding gaps in our client engagement experience and identifying solutions that help drive benefit to our clients and advisors.


• Connect client and advisor measurements together to ensure we understand how effectively we are set up to meet client needs.


• Optimize results and value realization through change management on key advisor enablement programs, projects, platforms and tool adoption.


• Establish and activate an advisor value proposition that ensures we can attract and retain advisory talent.


• Develop a picture of what an expert advisor looks like (attributes & behaviours). Provide strategic inputs to set up the Advisory Academy with programs that accelerate the development of advisor capabilities and ensure we can develop top advisors in the industry.