Andy Scott Email & Phone Number

Tokyo, Japan

Founded Ten’s CX department, to ensure the journey and experience of our members in all regions is a driver towards our acquisition and retention goals. I have built a team that works with global and regional stakeholders at all levels on service quality, including tasks as varied as tech roadmapping, payment processes, customer service training and monetized NPS. My team has also led on testing and validating assumptions that are key to our business strategy.• Introduced measurement of churn and lifetime value• Embedded journey review into launch process for all new products and programs • Redesigned Ten’s NPS program to focus on business impact rather than the number itself• Launched and owned implementation of minimum service standards for all regions• Implemented regional service improvement roadmapping and process for driving global enhancements• Introduced coordinated omnichannel onboarding and recovery journeys• Results so faro Churn reduced by 25%o Member lifetime value increased by 33%o NPS response volume increased by 55%o NPS score increased by 5 points

San Francisco Bay Area

Responsible for profitability and service quality in US and Canadian markets. Took regional profitability from negative to above 40%, while also improving NPS from +50 to +75 and increasing annual staff retention from 60% to 75%.

San Francisco Bay Area

Responsible for the growth and maintenance of standards of a 70+ member travel team, providing service to HNW and UHNW clients of North American financial institutions and luxury brands. Overall responsibility for successful recruitment, retention and development of talent, as well as ensuring best-in-market service quality in a fast-expanding department.In addition to the Travel Teams, I also look after our Service Improvement, Lead Planning and Project Management functions in North America.

San Francisco Bay Area

With one foot in Operations and the other in Client Services/Business Development, I ran the process of onboarding new clients, and from there ensure the delivery of a high-quality service in our North American offices.Onboarded five blue chip clients in 11 months, all of which have been retained to this day

Tokyo, Japan

As operational head for the Japanese business, including staff in Japan, the UK and the USA. I ran a department of 60 staff, with roles as diverse as Content Coordinator and Training Executive. I was also responsible for key client relationships.While in this role, all major clients were retained and renewed on improved contract terms. Regional revenue was increased from 12,500,000 JPY to 55,000,000 JPY, with operational efficiency more than tripled

London, United Kingdom

• Managing international, company-wide projects relating to knowledge management, IT and content• Chairing regular improvement meetings• Maintaining an improvements project register and a language-speakers register• Liaison between Lifestyle and IT development teams.• Delivering training on new systems across international hubs• Designing user guides to new software developments

London, United Kingdom

• Demand Forecast and Rota management for three teams totalling 35 people• Working to multiple and strict deadlines• Balancing urgent and non-urgent priorities• Identifying and highlighting areas for improvement • Attending regular IT improvement meetings• Communicating effectively with members• Never saying no to a member's request, always finding a way• Regular meetings and negotiations with external suppliers in French-speaking destinations• Working as part of a team of specialists to ensure members’ needs are met and that we have a comprehensive supplier base• Upkeep of language-speakers register

London, United Kingdom

• Communicating with students from a range of different cultural and linguistic backgrounds• Planning and organising a syllabus, holding myself to account against regular milestones• Assessing level of new students and making personal study plans• Providing advice and answering queries on learning and life in the UK• Keeping records on students’ progress and strengths & weaknesses• Organising and supervising social programme activities

Tokyo, Japan

• Communicating with students from a range of different cultural and linguistic backgrounds• Planning and organising a syllabus, holding myself to account against regular milestones• Assessing level of new students and making personal study plans• Providing advice and answering queries on learning and life in the UK• Keeping records on students’ progress and strengths & weaknesses• Organising and supervising social programme activities• Learnt to speak intermediate Japanese• Experienced life in a foreign culture

Business Plan Competition, Business Administration And Management, General, Member Of The Winning Team

JMEC brings together highly motivated mid-career professionals willing to challenge themselves, with companies in need of a business plan.

Ba (Hons), Phonetics And Linguistics

Activities and Societies: Ultimate Frisbee Team, Student Union,