Portfolio.
CX | EX | Service Design | AI | VOC Research & Insights | Business Transformation
My career in numbers.
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Years Professional Experience
working across 16 industry verticals.
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People Formally Mentored
through the course of my career.
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Years in People Leadership
including 7 years as a leader of leaders.
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Increase in Spend per Contract
with delivery of my new brand design and service model for event design company.
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NPS Point Boost
for a design agency after implementing my newly developed client service model and CX routines.
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Years of CX/ EX/ UX Experience
including 13 years in Design.
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Organic User Adoption
for a customer self-service program I led from research through launch for a global e-commerce marketplace.
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Years Managing Remote Teams
dispersed across the US and 5 countries.
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Business Areas Led
out of 12 areas I’ve worked within.
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Reduction in Cost to Serve
in the first 3 mos. of design and launch of digital self-service and process automation program.
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Years in Global Roles
as a senior leader responsible for CX & EX in over 12 countries.
Companies I’ve worked with.
Case studies & work highlights.
Career reflections.
Blog Article: Discovering Service Design
Testimonials.
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For anyone who hasn't had the pleasure of working with Tori directly
do yourself a favour and take this opportunity to spend time with a service design and customer-centric superstar!
– Angela Vinci
Co-Founder, Hey Savi, prev. VP of Product at Vinted & Farfetch
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"Tori was an excellent mentor, asking great questions to get to the core of the problems and challenges I am facing.
She gave clear and concise feedback helping to guide me to actionable next steps I can take to put me on a path towards the outcome I want to achieve. I very much enjoyed our conversation as Tori is easy to talk to and has a friendly demeanor. I am looking forward to future sessions!”
– Peter Sharp
Staff Service Designer / Product Designer, Corteva
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"Tori is an accomplished, supportive and trusted business partner/stakeholder, with sound logic, rationale, empathy and understanding.
I worked with Tori for 2.5 years whilst at Farfetch on multiple strategic initiatives and shared outcomes, to deliver real customer and business results across the purchase and post purchase domains.”
– Pippa Wride
Product Director, So Energy
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“It is a truly inspiring thing when you come across a leader who is both brilliant themselves and nurtures brilliance in their team and colleagues. Tori is such a leader.
In addition to being an inspiration, Tori is highly skilful at bringing in data and insights to create buy-in from stakeholders, push teams to dig deeper and create that best in class solution that will increase customer delight and drive improved financial performance. She is motivated to create the best experience, whether that is for customers, clients or employees and it shows in calibre of work she delivers again and again.
– Kelly Brogan
Head of Retail Transformation, Farfetch
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“Tori's design work speaks for itself...she pours her soul into the quality and caliber of her work.
The teams who have the pleasure of working with her are brought into new avenues of design understanding and though her work needs no endorsement, I would highly recommend her to any startup or company in need of fresh new understanding for their product and service experience.
– Michael Darius
Founder, Skuemorphic Design, Ex-Apple
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"Tori has an incredible background in service design and customer experience design,
and as a mentor she is skilled at listening to questions and providing insightful and direct answers. From her background having designed solutions within large organizations, she shared her insights on what has worked and hasn't worked for her in regards to quantitative research, machine-generated learning tools, stakeholder collaboration, and more.”
– Amanda Scotese
Independent Consultant, Service Deign
