Maddy Baker

Vice President, Customer Experience Excellence, TELUS Agriculture & Consumer Goods

Professional Overview
Maddy Baker is an accomplished executive with extensive experience in customer experience excellence, product lifecycle optimization, and strategic procurement. As the Vice President of Customer Experience Excellence at TELUS Agriculture & Consumer Goods, she leads initiatives that drive exceptional customer experiences and operational efficiency within the organization.

Experience Summary

Current Role
In her current role, Maddy is responsible for developing and implementing innovative strategies to enhance customer satisfaction, streamline processes, and drive business growth. She works closely with cross-functional teams to identify and address pain points, optimize product lifecycles, and deliver targeted solutions that meet the evolving needs of TELUS' agriculture and consumer goods customers.

Career Progression
Prior to her current position, Maddy held various leadership roles at TELUS, where she demonstrated her expertise in procurement, IT, and business services. As the Director of Product Lifecycle Optimization, she implemented strategic initiatives that improved operational efficiency and drove cost savings. Earlier in her career, Maddy served as the Director of Procurement at TELUS, overseeing the sourcing and management of IT, external labor, and business products and services.

Maddy's background also includes experience at GlaxoSmithKline (GSK), where she held roles spanning global category leadership, procurement capability development, and commodity buying. Throughout her career, she has consistently delivered measurable improvements in operational performance and customer satisfaction.

Academic Background
Maddy holds a degree in Business Administration, with a focus on Supply Chain Management and Procurement, from a leading Canadian university.

Areas of Expertise

• Customer experience excellence

• Product lifecycle optimization

• Strategic procurement and sourcing

• Operational efficiency and cost optimization

• Cross-functional collaboration and team leadership

Professional Impact
During her tenure at TELUS, Maddy has played a pivotal role in driving the company's customer-centric transformation. She has spearheaded initiatives that have resulted in significant improvements in customer satisfaction metrics, including a 15% increase in Net Promoter Score (NPS) and a 20% reduction in customer complaints. Additionally, her work in optimizing product lifecycles has led to a 12% reduction in overall operational costs.

Maddy's leadership has also been recognized by industry peers. She currently serves as the Chairperson of WBE Canada, a leading organization that supports the growth and development of women-owned businesses. She also serves on the Advisory Board of GroYourBiz LTD, where she provides strategic guidance to help entrepreneurs and small businesses scale their operations.

Conclusion
With her proven track record of driving customer experience excellence, operational optimization, and strategic procurement, Maddy Baker is a valuable asset to TELUS Agriculture & Consumer Goods. Her diverse experience, industry expertise, and collaborative leadership style position her as a key contributor to the company's continued success and growth.