Staff Spotlight - Chief Experience Officer

Earlier this year, the Board approved the establishment of a new senior-level role at AMBA, in response to our continued growth. This role will is all about the member experience, and will include a diverse set of responsibilities and accountabilities. We sat down with our new CXO to get her perspective on the role and what it means for AMBA and the industry. 

1. What is a CXO, exactly?
 
As Chief Experience Officer, I am responsible for optimizing and transforming the member experience through strategizing and oversight of our events, sponsorship, and membership programs. My role is to continue to elevate the value of an AMBA membership though by ensuring we're responding to member needs, offering high-value events, meaningful opportunities for relationship building, providing members opportunities to volunteer and engage with us, and by  expanding our Affinity program.  In addition, I'll be supporting the CEO in some of the day-to-day operations, including managing our performance management program and spearheading our recruiting and hiring processes. 
 
2.What interested you in this role?
 
In previously managing and executing AMBA’s events calendar, I have had the privilege of talking to hundreds of members, learning more about the day to day challenges of our industry, and also, hearing what their priorities are for AMBA. When the position was announced, I knew it was the logical next step for me; I was excited at the opportunity to move into a role that further supports the member experience and the Association. I am looking forward to visiting more of our Brokerages and really listening to how we can better serve our members.
 
 
3.How will this new role help support our members?
 
With this role, members will be top of mind. I will be relying on our membership survey from this spring combined with member outreach to further understand how we fill identified gaps. We want to continue to enhance the AMBA experience and better communicate those membership benefits to bring clarity to members on what we offer as well as how we support them. My goal is to be a resource to members whether they have questions, concerns or ideas for the future. I will also be focusing on our industry partner relationships and how we can expand those partnerships to further support the industry and our initiatives for members.
 
4.You’ve been the AMBA with several years now. What are some of the highlights of your tenure here so far?
 
My biggest highlight so far was the 2022 Conference. It was an amazing experience to bring everyone back together for the first conference post-Covid. I’ve also really enjoyed supporting the re-launch of the Awards & Recognition program earlier this year. A special moment from that evening was watching the expression on Ryan Spence’s face when he realized an award was being named after him. The Alberta Mortgage Conference and AMBACelebrates are my two favourite events - I can’t wait to bring both events to the membership again in 2024, this time in Edmonton!
 
 
5.What are you most looking forward to in your new role? I am looking forward to hitting the ground running with the membership side of my role. We have a lot of great ideas on how to continue to build relationships with our members and add more value to their membership.  The challenge we've had up until this point is that we didn't have a role that was primarily focused on the member experience. Of course, this is the lens we look through in all of the existing roles, but as we've grown, we came to realize that it was really important to have someone responsible for developing a strategy and being hyper-focused on the members.  I am excited to put some of the many, many ideas our team has come up with over the years into action! 
 
 
6.When you’re not busy supporting our members, how do you spend your time?
 
When not at AMBA you’ll find me at home with my family! I have been married for 13 years and have two children, Reagan (6) and Jack (3). We love being outside for walks or hikes, especially with our two big dogs.
 
7.What’s something about you that most members likely don’t know?
 
I grew up in the Boston area and went to Saint Mary’s University in Halifax. I ran a wedding planning business for several years. I am also wildly competitive and will watch any sport as long as I can yell at the TV- hockey and football are my favourites!

8.How can our members get in touch with you? 
Our members can always call the main office line at (587) 774-9828 to chat with any of our incredible team - but if you want to speak to me directly, just call and ask for me! You can also email me at [email protected]. I'm happy to come do a brokerage visit, attend any industry events, or connect with members at the office over a coffee or at one of our many awesome events!