Tell us about yourself.
My name is Amy Xia (she/her) and I am the Senior Customer Experience Analyst on the Customer Centricity team. I primarily lead the Customer Experience Program (CXP), gathering and sharing client feedback with our internal teams. Outside my 9-5, you’ll find me playing video games, hanging out with my cat, and learning how to cook. If the weather is nice, I like to spend my time exploring the city, visiting cute shops, and heading to new restaurants with my friends.
What does a typical day look like at Interac for you?
Customer centricity is the compass that guides our actions at Interac and defines our commitment to cultivating relationships, providing service, and delivering products that enrich the diverse ecosystem we serve. On a day-to-day basis, you can find me putting together respondent lists, survey questions, email templates, and external communications. Alongside a whirlwind of meetings to coordinate the Organizational Change Management (OCM) plan, working group discussions, and Interac Steering Committee updates. This position entails a fun mix of program management and admin responsibilities for our survey platform.
What is your favourite part of your job?
My best days are the ones where I’m coming up with new ideas and approaches for our client strategy. I love diving into the unknown and brainstorming with others to find creative solutions to the problems that arise in the client world. It doesn’t hurt to be working with a creative and ambitious team!
What comes to mind when you think about your journey at Interac?
I started at Interac in 2021 as an intern and have since been a part of some key projects for the client group including the Customer Experience Program and Customer Relationship Management tool implementation. The most standout characteristic of the culture to me is the generosity people have, so many people I’ve worked with have gone above and beyond to support me throughout my time here. I think that my job is so enjoyable because I’m doing it at Interac!
What makes Interac a unique place to work?
It’s a large national brand that’s immediately recognizable to anyone I talk to, I think this creates a sense of pride in being Canadian and working for a Canadian brand. In addition to all the Interac swag that I have accumulated, I love being able to answer the question what does Interac do? from all my friends.
What does inclusion mean to you?
Inclusion to me means having empathy and respect for others and their lived experiences, allowing everyone to show up to the table as they are and embracing the differences we have.
What inspired you to want to be part of the East Asian Employee Resource Group (ERG)?
I have spent my life watching my ethnic identity from a distance, rejecting home cooked meals, skipping Chinese school, and laughing at traditions. With elements of East Asian food and culture coming into the western cultural spotlight, I find myself facing a strange problem: what do I do when my facial features become a trend on TikTok? The answer for me is to connect with and embrace my ethnicity to understand it outside of the western perception. Joining this ERG with others with similar experiences is a great way to do that.
What has been a project that the ERG has worked on that you are proud of?
Lunar New year is a huge celebration for many East Asian countries, and this year we will be bringing the energy right into the office for employees to partake in the celebrations. We have invited Lion dancers from Hong Luck Kung Fu Association, a not-for-profit organization with the goal of preserving and promoting traditional Chinese Lion Dancing and Kung Fu since 1961, to perform in our Toronto office. If you have never attended a Lion/Dragon dance, I highly recommend going to see one in person.
Interac is committed to supporting small businesses across Canada. Are there any Asian-owned businesses in Canada that you are proud to support and would like to share?
Clever Clippings is a collage artist who hand cuts images from magazine and posters to create beautiful mish-mashes of media and nature. She also frequently has pop-up booths around Toronto. I have one of her prints hanging in my bathroom!