Customer Experience Director, Customer Experience Bid Lead
London and South East
A highly effective customer service director, operations director and consultant, with a record of delivering exceptional performance in complex, dynamic and often regulated environments. Passionate about delivering excellent customer experience, based on strong leadership, strategic planning and effective stakeholder engagement. Successfully developed and implemented many innovative operational, organisational and customer service transformation strategies - delivering commercial benefits on time and on budget. An excellent and highly effective communicator in all forms.
Led the Customer Experience Long Lead workstream for the London Overground franchise bid, then became Stakeholder Relationship Manager
As Customer Service Director at South West Trains, defined and implemented a customer service transformation programme directly resulting in the renewal of the Franchise
Established effective communication channels with each stakeholder group
Identified compelling objective to deliver maximum return on effort
Developed programme of ‘tell, do, remind’ across 3-year timeframe
Continued to meet and check progress with stakeholders throughout
Blueprint adopted by other Train Operating Companies.
Senior role in the successful First Greater Western Franchise bid team
Developed and implemented the on-board customer magazine for First TransPennine Express
Increased customer satisfaction for Wesleyan Assurance Society by 25% within 12 months by creating and implementing a strategic blueprint for customer service and subsequently building a Customer Relationship Centre with highly trained front line staff supported by subject experts
Implemented the turnaround of a customer service operation for Prudential General Insurance resulting in a £40m loss turning into a £70m profit within a 2-year period
As Programme Director at Prudential Life & Pensions, secured staff buy in and input to create a cultural legacy as part of a £25m HQ build and relocation programme. Programme delivered on time and on budget. All 1,500 staff fully engaged throughout and building became the catalyst for cultural change throughout the organisation
Experience: Has held operational and customer service roles at Director level for over 20 years developing and implementing customer service transformation strategies, bringing best practice customer service methodologies and operational improvements. His specialist area is creating and implementing customer experience transformation delivery plans.