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Work Background
Air ITChief Experience Officer
Mar. 2024Milton Keynes, England, United KingdomPlaying a crucial role in the service delivery within a fast growing and one of the largest Managed Service Providers in the UK. Responsibilities include:
- voice of the customer with the Exec and leadership teams
- establishing and building the customer operations team who drive consistency and new standards into operations
- implementing strategic customer initiatives, aligning to business priorities
- identify and track key customer metrics, setting targets and driving improvement
- identifying customer friction and improvements across all touchpoints - establishing a standard operating procedure
FCDO ServicesHead of Customer Journey
Mar. 2022 - Mar. 2024Working across the organisation to identify improvements in the customer journey.
Significant improvement delivered in customer satisfaction and changed the culture and mindset of the organisation - moving them from functional to emotional service within 4 years.
UK Civil ServiceCo-chair of the Cross Government Customer Experience Network
Sep. 2020 - Mar. 2024
FCDO ServicesHead Of Customer Experience
Oct. 2019 - Mar. 2022Milton Keynes, United Kingdom
TescoBusiness Planning Manager
Sep. 2019 - Oct. 2019Working to facilitate and accelerate change programmes in our retail channels
InMomentClient Advisory Board member
Jan. 2016 - Sep. 2019As 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.
Ramsey FederationSchool Governor
Sep. 2015 - Jan. 2017Ramsey, cambridgeshireWorking 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.
TescoInsight to Action Senior Project Manager
May. 2015 - Aug. 2019Welwyn Garden CityKey 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.
TescoMaking Moments Matter Senior Project Manager
May. 2014 - May. 2015welwyn garden cityWorking 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.
TescoUK Large Stores Customer Service Manager
Apr. 2013 - May. 2014across the UKWorking 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.
TescoGroup Customer Service Manager
Sep. 2012 - Apr. 2013
TescoSenior Customer Service Manager
Sep. 2010 - Sep. 2012
TescoCompliance Manager
Aug. 2009 - Sep. 2010
TescoSenior Customer Service Manager
Mar. 2009 - Aug. 2009chesterfieldContinuing the work improving the customer shopping trip - moving to Chesterfield Superstore before it closed.
TescoSenior Customer Service Manager
Mar. 2008 - Mar. 2009AbbeydaleBridging in on a placement, this was my first taste of Tesco, working in a fast paced superstore with high multichannel presence.
The Luminar GroupGeneral Manager
Mar. 2001 - Jan. 2008From pt bar staff to general manager. A great experience in essentially running a small business
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