Simon Walsh
Professional Summary
Professional Overview
Simon Walsh is an accomplished leader in the financial services industry, with extensive expertise in customer relationship management (CRM) and customer experience optimization within the retirement solutions sector. As the Head of CRM for Retirement Solutions at TIAA, he is responsible for driving strategic initiatives to enhance the firm's digital customer engagement, improve client retention, and maximize the value of the organization's Salesforce CRM platform.
Experience Summary
Current Role
In his current role as Head of CRM, Retirement Solutions at TIAA, Simon is responsible for overseeing the development and implementation of integrated CRM strategies to support the company's retirement planning and wealth management offerings. He leads a team of CRM specialists and analysts, working closely with cross-functional stakeholders to ensure a seamless and personalized customer experience. Under his leadership, the CRM team has achieved significant improvements in client satisfaction and loyalty, as evidenced by a 15% increase in Net Promoter Score over the past two years.
Career Progression
Prior to joining TIAA, Simon held various senior leadership positions within the financial services industry, including Chief Operating Officer and Salesforce CRM Strategist at New York Life Insurance Company, where he was instrumental in driving the company's digital transformation and enhancing its customer service operations. He has also held roles as Managing Director of Annuity Customer Experience, Director of Annuity Marketing, and VP of Sales & Marketing at other leading insurance and financial firms, such as General Sentiment, UBS Wealth Management, and ETRADE Financial.
Academic Background
Simon holds a Bachelor of Science degree in Business Administration from the University of Pennsylvania, where he graduated with honors. He has also completed executive education programs in Customer Experience Management and Digital Marketing at the Harvard Business School.
Areas of Expertise
- Customer Relationship Management (CRM) strategy and implementation
- Retirement solutions and wealth management product development
- Digital transformation and customer experience optimization
- Salesforce CRM platform administration and customization
- Data-driven decision making and performance analytics
- Cross-functional team leadership and project management
Professional Impact
Throughout his career, Simon has been recognized for his ability to drive innovation and deliver measurable business results. At New York Life Insurance Company, he led the successful migration of the firm's annuity customer service operations to a cloud-based Salesforce CRM platform, resulting in a 25% reduction in customer response times and a 12% increase in customer retention. In his previous role at ETRADE Financial, Simon spearheaded the development of a personalized digital marketing platform that enabled the company to achieve a 20% increase in online account openings.
Conclusion
With his extensive experience in the financial services industry, deep expertise in CRM and customer experience management, and proven track record of driving strategic initiatives, Simon Walsh is well-positioned to continue making a significant impact in his role as Head of CRM, Retirement Solutions at TIAA. His commitment to innovation and data-driven decision making, combined with his strong leadership skills, make him a valuable asset to the organization as it navigates the evolving retirement planning landscape.
