Work & Experience
toob broadband 07/01/2020
Head of Customer Experience
Head of CX role also leading Customer Service and Customer operations teams. Build a team from company launch and 6 FTE to 85 FTE now supporting a customer base of 130k. Multi UK contact centres and an offshore operations, delivering class reading NPS, Excellent Trustpilot rating and reducing cost to serve significantly whilst dealing with exceptional growth from startup.
toob broadband 01/02/2019 - 06/30/2020
Customer Experience Manager
Brought in by CEO at inception of company to build exceptional customer journeys, experience and business design ready for launch of a new broadband challenger brand. led design of website content, contact centre journeys, all customer communications and training/readiness for launch across customer support team.
Vodafone 01/02/2017 - 12/31/2018
Customer Experience Manager
Customer experience lead of full fibre product launch. leading journey design, defining all customer comms, managing agile delivery of CX and business readiness activity. Owned and managed the relationship with 3rd party network installation partner, driving customer experience through all interactions.
Vodafone and Ricoh 01/05/2015 - 12/30/2016
Business Process Architect
Contract role delivering business and customer process designs for fixed line and mobile products across consumer and enterprise segments. Front line readiness lead across retail and contact centre estate for new products.
B&Q 06/01/2012 - 12/19/2014
Senior Business Change Manager
Senior change manager on UK wide IT platform and Business transformation programme, leading a number of initiatives including business process design, customer journey optimisation and leading design and delivery of in store click and collect experience.
Vodafone 01/05/1998 - 04/30/2012
Business Improvement Consultant
Roles from IT graduate, business analyst, project manger, programme manager and ending with role as internal business improvement consultant. Delivered multiple internal projects enabling efficiencies and savings of £1M+ per project. Experience managing 3rd party project performance and delivering multiple projects across technology, retail, operations, networks, HR and finance.
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