James Wallace

Background

About James Wallace

Since 2016, I have built my reputation as a strategic insights and CX transformation leader and professional on the values of integrity, fairness, and collaboration. If I could describe myself in two words, they would be "resourceful curiosity". My greatest strength flows from this: I can bridge any knowledge or skills gap at lightning speed and remain aware of what's coming next. I'm often asked why I chose to leave the field of history for data science and how studying the past could at all prepare me for a career that is essentially about predicting the future. Firstly, the most important thing that historians and data scientists have in common is the ability to piece together compelling stories from data. The biggest difference? That historians often have to deal with data that is not yet digitized and is frequently incomplete. Secondly, I have often found that historians make the best futurists - solid in our understanding of the cultural forces at play we can fix our forward with confidence. As a CX strategist and leader I have helped companies like Canada Post to launch their transformation journey. Assessing the existing framework of performance indicators, I identify the major pain points that are holding up a company's ability to become more customer-focused, engage in journey mapping, and help them identify, measure, and formulate an action plan to move them toward faster growth (increased revenue and higher profits). As a team lead, I am innovative and effective at leveraging human+technological resources. I frequently engage in cross-functional collaboration and relationship-building both up and across organizations. Using knowledge of the latest industry trends I ask really tough questions to spark internal creativity and generate momentum toward strategic goals and growth targets. I believe strongly in my team and will always go the extra mile to make sure they feel valued, empowered and recognized for contributions towards our shared goals. To ensure fairness and equanimity, I like to make sure that staff can document their wins, to advance their careers and develop a sense of accomplishment and ownership within the organization. English (native speaker), French – bilingual (r+w ), oral (conversational)