I joined Great Britain’s first digital energy supplier pre-launch. As Member Services Director I led all operational teams including collections and complaints. I developed the service experience strategies across digital channels such as  Community, bots and chat. Winning awards for the digital experience delivered in this high growth business.

Delivered an end-to-end qualitative and quantitative service experience review of the digital switchover scheme for vulnerable consumers. This involved assessing the performance of a number of outsourced BBC suppliers. Enabled  process improvements, reduced contact and cost and  an improved multiservice experience 

My role was to lead the design, analysis and oversight of a rolling customer service experience assessment for this award winning business. Using the data and employee feedback to identify improvements and then manage the delivery of these into this multi-site contact centre

Designed and delivered an assessment of the service provided to employees by their in-house human resources team. Communicated findings to the HR leadership team, identifying clear improvements enabling them to reduce cost and improve service delivery

Various interim roles over an extended period including leading quality, complaints, knowledge management, training and the customer service team - driving service and support  growth from 30 agents to over 150 in this award winning customer service organisation

Assessed sales retention performance at an individual and team level and designed and delivered a two-day training programme. I was invited back to carry out an assessment of the joining experience, through process mapping the journey enabling them to deliver improvements

Programme managed the delivery of a sales academy across multiple divisions of the organisation, encompassing hundreds of employees. Managed a team of trainers, coaches and facilitators to deliver a multiple intervention training programme, resulting in improved client satisfaction and increased account revenues

I was responsible for workforce planning, quality assurance, training, change management and the data science resources within the two FCA contact centres. My brief was to redesign the ways of supporting the service teams to improve operational efficiencies and improve overall customer satisfaction

Designed and assessed the service experience across MASTAs network of 40 private clinics . Presented findings to stakeholders clearly outlining  improvements to process, operational delivery and customer satisfaction. Resulted in a comprehensive improvement plan which I supported the internal teams to deliver

Reviewed their inbound sales experience and processes. Delivered an improvement plan to increase customer satisfaction and sales performance - resulted in increased NPS and me delivering a service journey and ongoing c-sat programme to measure performance