Simplyhealth

Introducing conversational AI, NLP and RPA initiatives into the organisation. 

Leading the customer journey management programme.

Accountable for the design and execution of the digital service improvement plan.

Accountable for the design and prioritization of service Salesforce (CRM) development work to create efficiencies, optimal processes, and reports for operational users.

Responsible for the ongoing design, prioritization, and improvement / development of the digital
service estate. 

Responsible for ongoing optimization of the Customer Portal, App, Voice AI, Live Chat, Website, FAQ domains and any associated efficiencies / CX improvements.

Head of Digital Service & CRM

Wayfair

Part of the EMEA service ops leadership team. Accountable for creating and driving forward all aspects of Service Quality, Strategy & Insight for expanding EU markets and channels. 

Responsible for overseeing multiple areas such as Customer Service Quality, Performance Coaching and Continuous Improvement programs as it relates to improving the quality of customer journeys and the experience customers receive, while continuously looking at innovative ways to improve Global quality frameworks for automation and scalability.

Associate Director, EMEA Service Operations

Expedia Group

Responsible for leading and coordinating CX/Insight and experience management activities globally.

Senior Leader - Global Experience Management (Operational Excellence)

The role of the Head of Group Operations & Strategy was to identify and implement key operational projects that align with the company’s strategic objectives. The role worked across all areas of BPP and had key relationships with central Operational teams, IT, PMO and Data Teams.

The role reported directly to the COO and aimed to harness Customer Journey Management in order to enhance client and  learner experience. A key area of focus was RPA (robotic process automation) and the programme delivered efficiencies and experiential benefits.

Head of Group Operations & Strategy

npower

Responsible for the development and delivery of the Customer Experience strategy for all customers, across all touch points, ultimately to help Npower realise the ambition of delivering a great customer experience. Responsible for delivery of continuous improvement insight and customer journey management.

Senior Insight, CX and Strategy Manager (Ops Improvement/CI)

Virgin Media

Responsible for the creation of digital and service strategy for Virgin Media's Business Customer Operations. 

Interfacing with Product, Digital, Operations and Customer Insight to develop and enhance Service and Digital capability.

Leading our B2B tNPS programme. 

Using cx data and insight within a customer centric continuous improvement framework.

CX & Service Strategy Manager

Insight Business Partner to the Director of Virgin Media Business Provide and Activate.

Managing a portfolio of activities aligned to a specific research, analysis or modelling discipline. Manages insight analysis and BI development resource in order to deliver business improvement objectives.

Works to ensure the quality, relevance, timeliness and cost effectiveness of insights delivered. Works to drive through progressive improvements in the technical solutions and thereby the value of the outputs.

Plans and designs all projects within the area, advising on the most appropriate methodology to deliver objectives effectively and within timescales and budget, maintaining the work plan for the area.

Develops and manages both regular production reporting processes and ad-hoc analysis projects as required by the business, taking the lead in larger projects. Drives through progressive improvements in the approach used and solutions delivered from the area.

Coordinates and combines insights from other insight teams to provide a clear and comprehensive picture of the customers and Virgin Media operations to key stakeholders. Understands business objectives and commercial implications and tailors insight solution to maximise efficacy.

Insight Business Partner

Management and development of quality improvement tools, namely customer feedback and call recording applications.

Developing customer feedback metric strategy, providing key insight to customer service operations.

Promoting the voice of the customer at a senior level and managing the customer performance function.

Shaping a technology led quality strategy which delivers both enhanced levels of customer service, and business benefit.

Senior Customer Performance Manager

The aim of this role was to support the growth and evolve arms of our business. 

I also supported as lead BI analyst on change projects based around our core products: Cable TV, Mobile, Telecoms and Broadband.

My role involved understanding customer behaviour through developing business intelligence sources and identifying opportunities to enhance the customer experience, whilst becoming more efficient operationally.

Achievements included identifying over £1million in operational savings, as well as the design and development of an industry leading customer feedback tool.

Senior Business Intelligence Analyst

Worked on projects which helped shape organisational strategy across different distribution channels. This work also involved me working upon positioning and strategy as an organisation.

UK Strategy Consultant

My role involved working alongside the marketing communications function and UK strategy team in order to maximise revenue by being quick to market, and by ensuring that the company produces appropriate marketing messages and responds pro actively to competitor activity.

I also also set up and managed ongoing customer satisfaction programmes, which help the organisation understand how well it is meeting customer needs in terms of service, and delivering upon brand promises.

Customer Insight Analyst

Within my role I provided actionable insights to internal and external clients involving our competitors, consumers and target marketplaces.

Research Analyst

Dynamic, results-oriented professional driving growth and enhancement in customer experience and revenue realization.

Seasoned professional with 15+ years of experience in the field of customer experience improvement and Operational leadership. Particular emphasis has been on identifying operational inefficiencies and implementing comprehensive solutions through innovation and knowledge gained over the years. Proficient in building and leading high-performance teams with top-notch service delivery and coordinating with internal and external stakeholders to constantly improve processes and systems for enhanced operational efficiency. Possess extensive knowledge of computer software including Microsoft Office, SAS, and SQL. 

Specialties: Customer Insight Analysis and Design, Customer Experience, Operational Leadership, Business Intelligence Development, Customer Strategy Development, Operational Improvement and Efficiencies, Customer Experience Design and Journey Management, Operational technologies, System Deployment, Customer Relationship Management.

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