Prior to Nathan’s evolution into real estate, he was the Director of Customer, Analytics and Digital Transformation, a $20 million revenue-generating section with approximately 250 staff, within the City of Edmonton's Community, Recreation and Culture branch. With a wide-reaching mandate, Nathan directed strategy and operational delivery of digital transformation, analytics, marketing, customer experience (CX), as well as business planning and performance.

Highlighted achievements:

• Oversaw delivery and led operation of an ERP / CRM enterprise system; leveraged by 30 lines of business across 37 locations, facilitating $70M in annual revenue and monetizing hundreds of thousands of customer interactions through the e-commerce platform MoveLearnPlay.edmonton.ca.

• Headed adoption of machine learning / advanced analytics within the branch, informing market segmentation, product design and service automation.

• Managed technology roadmap design and delivery, including planning and securing executive leadership approval / funding for enterprise-level automation, AI, CX and UX transformation.

• Led business case development and implementation planning for self-service payment kiosks across 19 recreation and attraction facilities. 

• Managed collaboration, design and implementation of the branch Customer Experience and Relationship Management Strategy; leveraging data (voice of the customer), technology, communication channels and process improvement investments, to transform CX, maximize revenue and shift customer interactions online within the digital ecosystem. 

• Supported service performance and improvement by leading facilitation, development and ongoing execution of the 2018-2022 Business Plan for Community and Recreation Facilities, a branch with over 2,000 staff and 30 lines of business.

Prior to taking the Director leadership position, Nathan led the ETS Marketing Group (26 staff) for Edmonton Transit System (ETS) with outcomes specific to technology transformation, CX, analytics, strategic marketing, service / infrastructure branding and creative services.

Highlighted achievements:

• Enterprise Workspace Productivity Transformation- Supported the CIO (and senior IT leadership team), travelling to Silicon Valley and engaging with executives from Google, Apple, Microsoft, Oracle and HP to discover and assess enterprise SaaS workspace / productivity solutions for the City.

• ETS Text & Ride - Planning and bringing to market a text messaging service (ETS Text & Ride) that deploys millions of bus schedules to transit commuters each year.

• eCommerce Platform Modernization - Leading e-commerce platform modernization, improving functionality, user experience and customer loyalty; the latter through AIR MILES® reward miles earning and purchasing integration.

• Naming Light Rail Transit Lines - Directing the process to name current and future light rail transit (LRT) lines; now known as the Capital Line, Metro Line, Valley Line, Energy Line and Festival Line. This included taking a multi-phased human-centred design approach where over 4,000 naming suggestions were generated by the community and then refined through survey and focus group research.

• First AIR MILES® P3 - Negotiating the nation’s first public-private collaboration with AIR MILES®.

Before Transit, Mr. Walters worked in the energy sector as the Director of Marketing for international services and technology company Katch Kan™ Limited. While there, he headed the domestic and international marketing program, which was critical to helping the company achieve record earnings. In addition, Nathan led thought leadership and executive engagement by speaking at several national and international petroleum conferences and academic institutions across Canada and the United States. 

Prior to the energy sector, Nathan worked for a social advocacy advertising agency that was based in Vancouver. As the Account Executive, he supported key accounts, such as The Canadian Boreal Initiative and the American Association for the Advancement of Science, helping achieve client objectives across television, web and print media.