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Portugal
Work Background
Dunk ConsultingCustomer Experience Consultant
Dec. 2022We offer a CX Maturity Assessment - pls reach out if interested.
dunkconsulting.co.uk -- Customer Experience means a lot of different things to a lot of different people.
At the crux, it is an enablement expertise.
The purpose of any CX team is to enable a business to make more effective decisions, with the customer at the heart of that process. In fact, the purpose of any CX team should be to remove the need for a CX team. It begins with the strategic optimization of your processes, the implementation and expansion of appropriate tools, and the empowerment of your existing workforce. These actions pave the way for cultivating in-house expertise that drives commercial performance.
I aim to take clients on that journey. Project Examples:
-set up of design function - including centralisation of all UX, UI, Design Ops, Insight, Analytics and Experimentation employees. -Oversaw (pm'd) design, development and launch of new brand for igaming company
-creation of new (atomic) design system & storybook(s) across three product verticles and 8 brands -launch of new customer reporting (VoC) framework and improvement programme, including remodelling of customer support operational reporting
- Heurisitc analysis of iGaming industry -development of KPI tree & advancement of experimentation programme (front end to server side) to embed data-driven decision making Industries: iGaming | Media | E-com | HealthTech | FinTech
DAZN GroupVP Customer Experience
Jul. 2021 - Nov. 2022London, England, United Kingdom- Leading definition of Customer Strategy - Customer Centricity Maturity Assessments
- Expanding DAZN insight capabilities - Launch of holistic VoC programme
- Launch of Customer Journey mapping and improvement programme
- Customer Community Management
- NPS improvement planning
- Improving transparency of customer data and employee enablement
- Developing CX project prioritisation framework
- Cross functional CX transformation
- Ownership of CX budget
DAZN GroupHead Of Global Customer Experience
Jun. 2018 - Jul. 2021London, United KingdomJoined DAZN to set up and run Customer Experience function.
Betsson GroupGroup Head Of Customer Experience
Jun. 2016 - May. 2018MaltaBetsson Group is a top 10 EU iGaming operator. Responsibilities:
• Owning front-end vision for Group, across all brands, products and devices, based on data, research, insight and industry best practice.
• Defining measurement, roll out and release plans for core products
• Management of product UX and UI experts across Sportsbook, Casino and Common
• Mapping and optimizing user journeys
• Stakeholder Management
• Change Management
Betsson GroupProduct Owner - Betsson.com
Jul. 2015 - Dec. 2015MaltaBetsson.com is the flagship brand of Betsson Group - a top 10 EU iGaming operator. Responsibilities:
• Management of 9 employees consisting of FE developers, QAs and a Team Lead
• Roadmap and Release planning
• Creating specifications and defining deliverables
• Translating business requirements to technical solutions
• Stakeholder Management
Betsson GroupHead of Customer Experience - Betsson.com
Apr. 2015 - Jun. 2016MaltaBetsson.com is the flagship brand of Betsson Group - a top 10 EU iGaming operator. Responsibilities:
• Defining “CX” team structure and building team.
• Defining UX processes for Betsson Group, and encouraging testing culture.
• Aligning Research, UX, Design and Product teams to deliver best in class, customer-centric products.
• Leading User Testing and Customer Research projects for whole Group.
• Leading A/B and MVT testing for Betsson brand.
• Own brand vision, creative and site experience • Mapping and Optimising User Journeys
EY-SerenProject Manager
Apr. 2014 - Apr. 2015London, United KingdomSeren is a Customer Experience and Design agency working with Global clients across Financial Services, E-Commerce, Telecoms and Gaming. Key responsibilities: • Leading the project relationship to ensure successful delivery, on time and on budget.
• Agile Project Management
• Stakeholder Management. Clients worked with include; Betsson, NetPlay, Virgin Media, Vodafone, Lloyds, Financial Times.
The Social Ad GroupProduct Manager - Sport & Gaming
Nov. 2012 - Apr. 2014Flutr is a unique social, native advertising tool. Key responsibilities: • Product development – analyzing product performance, a/b testing and designing, helping develop and building new variations of product.
• All sales - developing contacts and leading meetings to both publishers and advertisers.
• Marketing – plans & strategy for brand development and communication.
• Marketing – creating of all sales collateral and website/social content
• Account management Key clients: Yahoo! William Hill, Ladbrokes and SkyBet & Sky Media. Awards:
*Winners of the IDEALondon start-up competition 2013 - http://www.wired.co.uk/wired-insider/2013/cisco-competition
*Winners of the Sports Technology Awards 2014 - http://www.sportstechnologyawards.com/
*Everline Future 50 Winner
BetfairCustomer Insight Contractor
Jun. 2012 - Nov. 2012HammersmithI worked as part of the Global Customer Insight team; working across UX, Research & Development for all consumer facing products. Responsibilities included: • Research – moderated usability and focus group sessions, across products and devices.
• Reporting – Regular reporting on industry and digital trends to key stakeholders
• Moderator - I was community moderator for the Inside Track, Betfair’s online research community of over 1300 people. • Data – Analysing product and commercial data and delivering insights to Sr Management.
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