Yorkshire Housing

Executive Director, Customer Experience

HSBC

Leading c4000 colleagues across contact centres around the globe to help our customers make the best out of their money. 
Developing exceptional experience across direct channels including voice, bots, chat and social.

Director Customer Service Operations

NatWest Group

Leading the design and execution of the Customer Distribution strategic plan, delivering improved customer experience and income growth with a reduced cost to serve across direct channels and the branch network. 
Responsible for the cultural transformation of Customer Distribution to ensure digital innovation is embraced and sustained. 
Sourcing customer insight and trends to better understand current and future needs, using this to inform the strategic decisions required to transform banking for the future.

Head of Channel Strategy & Proposition

Responsible for developing and delivering the growth strategy for all web based customer contact including webchat, social media, video, interactive FAQs and mobile for the RBSG. Leading a large team of multi-contact staff, delivering against sales and service KPIs. Accountable for the secure nature of all new contact media, working with multiple partners to ensure the customer journey is paramount. A member of the Customer Contact board, helping shape and develop the multi-contact channel proposition of the future.

Head of Digital Customer Support

Lead and manage, with full accountability for people, customer and budget of the experience for high-value customers through direct channels.

Head of Private Banking Direct

Leadership of a 24/7 telephony operation, across multiple sites delivering inbound customer service and outbound sales (c600 staff).

Customer Service Manager

Leading an internal consultancy of business improvement managers. Developing programmes of work across the UK that transform Operations. Using OpEx principles to enhance ways of working and deliver efficiency whilst improving quality of service.

Lead Business Improvement Consultant

Customer obsessed leadership is my thing.
Coupled with extensive experience in channel strategy and digital and cultural transformation. 
I have a proven track record of implementing effective solutions that transform customer experience and improve cost efficiency across customer facing businesses. 
I also have a keen interest in social psychology and how it can inform the customer journey and behaviour. 
My mission is to transform customer experience for the future by embracing digital innovation and combining this with the expert human touch to create seamless, yet personalised customer-centric journeys.

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