About Warren Duffy

Warren Duffy
Toronto | Canada

Director, Journey Design at Sun Life Financial

Warren Duffy Capital One Canada, Director, Journey Design

WORK:

At Sun Life Canada our team within the Client Experience Office (CXO) is partnering with teams to strategically design journeys that matter to Canadians’ financial security, health, and sustainability.


My role:

• People Leader - building the BEST and LARGEST service design and research team in Canada; creating an industry-leading design practice to systematically transform client experiences

• Design Leader - introducing new design and research methods to solve problems collaboratively with teams from across Sun Life Canada; working alongside global design leaders to build the overall experience design (XD) practice

• CX & Designer Practitioner - unifying client journeys and re-imagining future experiences; using design thinking, service design, and user insights to add value and drive client-centric outcomes


Prior to Sun Life, I have experience as both a leader and practitioner in the customer journey design process, including growing Capital One’s use of human-centered and strategic design methods in Canada. As a people leader, I grew the experience design talent pipeline through external partnerships and strong internal collaboration with product and technology teams. 


EDUCATION:

- Global Executive MSc. - Strategic Design for Global Leadership (Candidate) at Parsons School of Design - The New School (2023)

- Bachelor of Commerce graduate from the Smith School of Business at Queen’s University (2007)

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Touchpoint Article Influencing Service Design Success

Influencing Service Design Success

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