Nick Macfarlane

QuestionPro

Account Director CX UK & I

Cazoo

Head of CX Optimization Emerging Markets

Sky Ticket is Sky Deutschland's OTT Service offering world class entertainment and sports content to our customers with no commitment 

Achievements/Tasks
Lead the team that brings our content to our customers by creating a compelling and consistent narrative across all touch-points.
Lead cross functional collaboration to make a change in how we approach "in product engagement".
Shape and define email comms strategy across all stages of the customer journey and ensure the comms are delivered on time and hit targets.
Business Sponsor of technical platform migration to Sky Group Global OTT platform

Vice President Customer Engagement Sky Ticket

Understanding our Spanish customers and ensuring we always deliver brilliant end to end experiences. We delivered an award winning conversational analytics based VOC programme that delivered real customer insight in real time to all business units and turned into actions that delivered significant costs savings.

Head Of Customer Experience - Sky Spain

Designing and delivering world class Digital Customer Service solutions for Sky’s International OTT customers

•	Ensuring any new International OTT  product that Sky launches has market leading customer service
•	Definition of Customer Service Vision, Customer Journey and process definition across all channels ensuring digital customer service is embedded in the product design , Contact Centre Partner & Tool selection, Multilingual Contact Centre set up & Management
•	Responsibility for all customer key customer metrics – NPS, CSAT, Effort.
Sky Spain our first market - had best service metrics in Sky OTT Group, NPS 70, CSAT 85 and was a key part of our VOC programme

Head of Customer Service Operations - International OTT

•	Leading the design of the end-to-end Customer Experience for new customer Products and Propositions including TV products, Broadband & Talk as well as new business opportunities. 
•	Includes developing the future service strategy as well as defining a great service proposition for the new product set including ways to minimise service interaction or truck rolls / replacement equipment through innovative self serve
•	Responsible for leading the design for how the “to be” customer experiences should look and feel, balancing the needs of the customer with business objectives (e.g. Brand Values, Design Principles, Customer Insight, Value segmentation, Business Plans etc).

Customer Journey Programme Manager

•	Responsible for shaping the “Help” Customer Experience for Broadband & Talk customer
•	Worked closely with senior management of an operational estate of c6000 agents across 11 sites
•	Focus on communication, briefings and  knowledge management and introducing new self serve capabilities and processes

Senior Customer Experience Manager - Broadband & Talk

Vodafone

Product Manager Prepay Mobile Broadband

Customer Experience Design & Implementation Manager

Renault UK Ltd

Senior Customer Relations Manager (Fleet & LCV)

People centric, authentic and focussed on encouraging customer conversation across the organisation that brings that outside in view to the right people by creating the right structures and implementing the right capabilities so that you can turn insight into action and deliver business value.

Unique experience across all B2C Customer disciplines (Customer Service, Customer Experience, Customer Engagement) in Major Global Media / Telecoms companies.

Problem solver focussed on finding ways to get it done.

Customer Experience Awards winner, AwardsJudge, Thought leader & Speaker:

#2 UK CX Professional 2020
Global Top 150 CX Thought Leader & Influencer 2020
Top 50 UK CX Influencer 2021

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