Dan Portus (BSc, PhD)

Head Of Customer Experience

FCDO Services

Head of Customer Journey

UK Civil Service

Co-chair of the Cross Government Customer Experience Network

Tesco

Working to facilitate and accelerate change programmes in our retail channels

Business Planning Manager

Key Responsibilities:

- Develop new and simpler ways for UK store teams to hear the voice of the customer
- Help the business take action on the voice of the customer, both at store and office levels
- Close the loop on complaints both inner (within stores control) and outer (head office control)
- Work with suppliers to Improve the text analytics database and the tools which it powers
- Manage the Feet on the Floor programme engaging leaders to empower 6000 office colleagues to support 1000 stores each year
- Be the expert on customer listening channels for stores, develop new and innovative training to improve their use of the tools we provide
- Coach, develop and manage the Service Insight team
- Provide thought leadership and strategic direction on the voice of the customer programme.

Insight to Action Senior Project Manager

Working in the Making Moments Matter team, we are responsible for the creation of customer service training for Managers and store colleagues. We use multiple techniques and channels to engage and coach them including social media, e-training and a unique adult-to-adult approach.
Our work has delivered tangible results which can be recognised both internally and externally to Tesco.

Making Moments Matter Senior Project Manager

Working with the customer service operations team in the support office and the underperforming stores themselves, I delivered new and bespoke improvement plans to stores to help them improve customer service.

UK Large Stores Customer Service Manager

Group Customer Service Manager

Senior Customer Service Manager

Compliance Manager

Continuing the work improving the customer shopping trip - moving to Chesterfield Superstore before it closed.

Bridging in on a placement, this was my first taste of Tesco, working in a fast paced superstore with high multichannel presence.

InMoment

As part of the collaborative work with InMoment, one of the world’s leading Customer Experience Management software providers, I was the longest standing client (at the time) who supported the Exec with:
- understanding future direction of travel 
- providing feedback on products in development
- identifying gaps in the product catalogue which would support us (Tesco) with improved customer insight analysis.

Client Advisory Board member

Ramsey Federation

Working with other volunteers and the school leadership team, we set are helping to improve school standards and raise the bar on education in our 2 schools.

The governor role is a predominantly leadership based role setting the direction and ethos for the schools as well as monitoring progress.

This is a voluntary role which i compete in my spare time to help our local community and make a difference to the schools that my children attend.

School Governor

The Luminar Group

From pt bar staff to general manager. A great experience in essentially running a small business

General Manager

Over the last 10 years I have been at the heart of Customer Experience, both in terms of insights and analytics (voice of the customer programme) and employee engagement (learning & development, strategy, thought leadership, stakeholder management).

I have a mixture of both public and private experience, giving me the agility to design and implement programmes which vary in pace and governance.

I have a strong track record of leading a team, with both hands on coaching and delivering results through others in a matrix-style organisation.  I believe in working with different teams and using influencing skills can be just as effective as having a larger team who do the work directly.  I am a strong advocate of Nudge Theory.

What people who have worked with me would say is: I deliver results, getting both quick and long term projects over the line, think outside the box and I am energetic and resilient.

Taplio

Dan Portus (BSc, PhD)'s Linkedin Analytics