Anthony Bradshaw Email & Phone Number

Manchester, Gb

Manchester, Gb

United Kingdom

Newcastle Upon Tyne, England, United Kingdom

United Kingdom

United Kingdom

Lead the company's management team in developing and implementing customer experience (CX) strategies and plans for a variety of client accounts to increase returns on customer experience (CX) investments. Collaborate with global leaders to analyze customer experience (CX) programmes and technologies to identify major gaps between 'as-is' and 'aspirational' experiences and formulate, market, and distribute services, tech, and lifestyle products.Here are a few of my major achievements:------------------------------------------------++ Created and implemented a strategic customer experience program that focused on user experience (UX), survey design, survey channels, and touchpoints for a major financial institution investing heavily in its digital transformation.++ Led the end-to-end review of a long-standing customer experience (CX) programme for a global leader in the design, marketing, and distribution of premium fashion and lifestyle products.++ Revitalised the programme customer service program by focusing on customer effort and emotion at various stages of the customer journey, from sales to service, redefining the core concept for the company's front-line

Manchester, England, United Kingdom

Managed capital and operating budgets by managing implementation programs and implementing long-term plans in line with company policies and procedures. Engaged in research, development, and analysis as a key strategy to reduce failures and increase revenue, collaborating with operational and financial stakeholders to define the metrics portfolio and implement positive changes to the contact center strategy. Delivered strategic insights to Human Resources (HR) and Learning and Development (L+D) teams that improved recruitment strategies and people development activities and aligned key performance indicators (KPIs) and target adoption with reward, incentive, and performance management programs for the contact centre.Here are a few of my major achievements:------------------------------------------------++ Created compelling business cases using Gartner research on customer service analytics to redesign customer service insight operating models.++ Improved service quality and customer satisfaction scores, by developing context-specific KPIs and quality/conversational frameworks.++ Utilized Verint's Workforce Optimisation Platform to empower performance and monitor entire operations with advanced performance management and quality assurance processes.++ Boosted capacity 4x and productivity 2x after researching and developing digital customer service propositions, using a 'back-to-basics' approach for channel optimisation and manipulation.

Manchester, England, United Kingdom

Developed and implemented innovative solutions, enhanced technology roadmaps, integration, and utilisation to improve operational efficiency and resource allocation across all channels (self-care, voice & digital). Through quantitative and qualitative analysis, identified market trends and competitor activities and supported design and development of a text analytics platform using Medallia Experience Cloud.Here are a few of my major achievements:------------------------------------------------++ Developed technology and services strategy to drive business transformation.++ Composed a high-impact strategy and development roadmap aligned with commercial needs, priorities, and affordability challenges.++ Analyzed market/trends and competitors to find best practice solutions and best-in-class operating models; completed all associated qualitative and quantitative analysis.++ Outlined and implemented a service quality strategy based on best-in-class research, with a focus on coaching, gamification, closed-loop, text, and speech analytics.++ Developed and implemented an 18-month 'build-out' strategy for speech analytics, focusing on a UK-based language model; recruited, embedded, and trained a team of three analysts.++ Designed and built a text analytics platform using Medallia Experience Cloud customer feedback management.++ Researched investment in Optical Character Recognition (OCR) and Artificial Intelligence (AI) to reduce customer effort.++ Accessed, designed, and implemented an automated quality framework using exclusively developed Speech Analytics categories to comply with complex FCA monitoring requirements and legislation.

Manchester, England, United Kingdom

Developed an effective service quality roadmap via enhanced insights collection activities and by combining different approaches to collecting data about customer interactions and service quality.Here are a few of my major achievements:------------------------------------------------++ Promoted investment and value creation following the establishment of a service quality story.++ Unified analytical, storytelling, and modelling tools and techniques into a measurable and value-added activity that transformed the integrity and reputation of service quality.++ Identified improvements to daily delivery experiences to enhance customer satisfaction (CSAT).++ Through the implementation of a qualitative research-based quality strategy based on industry best practices, revenue increased 20% and net promoter score improved 10%.++ Boosted on-/off-shore Customer Contact performance with research, development, and integration of analytical methodology.++ Reengineered inefficient processes to improve customer journeys.

Manchester, England, United Kingdom

Partnered with operational and finance stakeholders to develop and implement methods to improve customer service, revenue growth, and customer experience (CX), as well as providing data and actionable insight on the customer journey impact, touchpoints, products, and locations to top-level stakeholders.Here are a few of my major achievements:------------------------------------------------++ Significantly contributed to a major operating model transformation by defining and developing an effective customer segmentation strategy and design. This strategy led to a complete rebuild of all routing segmentations and improved diversity and integrity of data.++ Implemented a suite of KPIs, working with key financial and operational stakeholders to optimise cost to serve, customer experience (CX) and revenue growth.++ Developed a dashboard for the executive team that demonstrates 12 key performance indicators that affect operations across eight sites and three countries.++ Created a Net Promoter Score (NPS) based bonus scheme in collaboration with the Customer Experience team, establishing realistic, yet challenging goals for the Net Promoter Program.

Manchester, England, United Kingdom

Responsible for reviewing, improving and redesigning business processes and customer journeys to continually improve customer experience and service delivery to customers across all voice and digital channels.

Manchester, England, United Kingdom

Responsible for championing root cause analysis, building strong stakeholder relationships across all business areas, working collaboratively to reduce errors that cause customer complaints, creating feedback loops and liaising with training teams to upskill where necessary.

Manchester, England, United Kingdom

Provide end-to-end management of the customer's issue, acting as a point of contact for the customer, communicating effectively, understanding the customer's situation, and taking full responsibility for the investigation and helping the customer resolve the issue.

Manchester, England, United Kingdom

Owned and continually developed the defect process. Working collaboratively with software development and operational teams to support all aspects of the defect process and offer guidance when required.

Manchester, England, United Kingdom

Responsible for providing customers with bespoke support when they have questions, concerns, problems, or if they wish to purchase a product or service.