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Data for Impact Series/Enabling Data Driven Services (view source)
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<p style="float:left; padding-right:10px;">[[Image:Catherine-francis.jpg|150px|link=|Catherine Francis]]</p>
<h3>Catherine Francis</h3>
<h3>Catherine Francis</h3>
<p class="jobtitle"><strong>Director of the Client Feedback Centre of Expertise and the Office of Client Satisfaction, Employment and Social Development Canada</strong></p>
<p class="jobtitle"><strong>Director of the Client Feedback Centre of Expertise and the Office of Client Satisfaction, Employment and Social Development Canada</strong></p>
<p>Bio coming soon</p>
<p>Catherine is the Director of the Client Feedback Centre of Expertise (CF CoE) and the Office for Client Satisfaction (OCS). Her team provides client experience (CX) data on service interactions with Service Canada.</p>
<p>The CoE is responsible for the design, fieldwork and analysis of CX research projects in collaboration with stakeholders from across the enterprise as reflected in the following activities:
<ul>
<li>Service Canada’s Client Experience (CX) Survey;</li>
<li>Service channel feedback questionnaires;</li>
<li>ESDC’s CX Data Collection Inventory; and</li>
<li>Ad-hoc CX research (for example qualitative CX research projects).</li>
</ul></p>
<p>Originally from Northern Ontario, Catherine has used her skills as a communications specialist in the various roles she has fulfilled within her federal public service career. She has extensive experience in the fields of strategic communications, media relations and public outreach.</p>
<p>Catherine began her career as a research assistant, then policy analyst, through to a senior communications advisor and acting directorships of corporate and strategic communications. Before joining ESDC, Catherine has enjoyed working for the Australia High Commission in Ottawa, the Canadian Coast Guard and most notably, for the majority of her career, with Indigenous Services Canada.</p>
<p>Catherine worked on implementing communications strategies for several sensitive national public policy issues, including Indigenous Child and Family Services reform and legislation, Missing and Murdered Indigenous Women and Girls inquiry and the Indian Residential School agreement. Through these initiatives, she honed her collaborative work ethic of openness and flexibility to forge consensus and improve outcomes whilst considering a multitude of diverse perspectives in her decision-making.Catherine holds a Master’s degree in Anthropology from Carleton University. Catherine is a huge history buff and enjoys yoga, cross-country skiing and driving her children to hockey arenas around the NCR at all hours of the day (well, maybe the last part not quite so much).</p>
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