Mark Nichols

Vital CX

Founder Director

Providing interim/fractional leadership across multi-market organisations, aligning support and success functions with commercial strategy and regional compliance.

Flagstone Group

Director of Operations

Reimagined customer service delivery during hypergrowth, embedding scalable systems and a customer-first culture. Overhauled the operating model to drive efficiency, compliance, and culture change. Embedded predictive capacity planning and data-led decisioning to shifting support posture from reactive to proactive, resulting in a 60% reduction in cost to serve and a +44 employee NPS.

Zuto

Customer Experience Director

Led customer operations across sales, success, risk, and compliance in this regulated fintech scale-up across 350 FTE in-house contact centre.

Virgin Mobile USA

Vice President, Customer Experience

Relaunched US market joint venture lacking unified support and digital engagement. Designed and launched a digital first service experience across Virgin, Apple, and Sprint ecosystems.

Microsoft

Senior Director, Global Customer Operations

Globally accountable for customer facing operations for Skype post eBay exit and Microsoft acquisition. Unified global support operations post-acquisition, embedding scalable service formats across 100+ languages and territories.