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As the Head of Customer Experience, I bring a wealth of passion and expertise in operational excellence, strategic development of distinctive service propositions, road mapping, and the implementation and analysis of CX-focused technology
Highlights of my past experience include:
Managed a multi-site, omni-channel contact centre team of over 80 seats (FTE).
Successfully led departmental restructuring initiatives.
Compliance implementation, particularly in relation to SOX regulations.
Developed internal and external CX-focused policies, processes, and cultures.
Enhanced operational efficiency and customer-focused metrics such as C-Sat and NPS.
Led digital transformation initiatives and managed related projects.
Spearheaded system mergers, including testing and implementation phases.
Utilized data analysis to drive positive customer changes, leveraging both qualitative and quantitative research data.
Held ownership of contracts with SaaS providers.