Kirsten Sonius

My career has been focused on customer experiene with an emphasis on always making it memorable in a trusting setting as I am in finanical services. Currently I am the Chief Experience office at Ukrainian Credit Union where I lead the strategy and execution of member and employee experience. This includes new digital technology to make it simple and easy to access banking services and build in customer relationship management to be ready for a member/customer's next need in their financial services Journey.

I have had the amazing benefit to lead teams at both Banks and Credit Unions where we are customer obsessed and always optimizing all experiences. Even the little things can be the moment of truth. Leading with the member/customer needs is where I always begin the analyis to ensure that we are building for a future-proofed member moment.  Don't get me wrong, lots of learnings of what and how we can do it differently next time. By including design thinking and understanding who our segment is, to making it always easier for a customer for anythign they do, and knowing that there is always a competitor who wants to also wow customers.

On a personal note, I am a mum of 3 young adults/teens and I share with them all the time the importance of customer experience. And digital is always a great offering...but sometimes we need a conversation too.

On the side I have also run a very successful 5 star muskoka rental that was deeply rooted in customer experience where vacationers received a premium experience including small welcoming touches that would set the feeling for their week....just how I would like to be welcomed to a vacation.